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Delivering Exceptional Customer Service: Pinpoint Customer Service Skill Development Training Series

Timothy F. Bednarz

ISBN 10: 1882181484 / ISBN 13: 9781882181483
Published by Majorium Business Press
Used Condition: GOOD Soft cover
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About this Item

Good clean copy with no missing pages might be an ex library copy; Possibly may have minor marginal notes and or highlighting. Bookseller Inventory # 2583952740

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Bibliographic Details

Title: Delivering Exceptional Customer Service: ...

Publisher: Majorium Business Press

Binding: Paperback

Book Condition: GOOD

About this title

Synopsis:


Delivering Exceptional Customer Service presents strategies and techniques to deliver exceptional levels of customer service. It helps customer service representatives manage the customers' experiences and meet or exceed their expectations to increase satisfaction, retention and repeat business.

Its unique advantage is to educate your employees to learn specific tactics, strategies and techniques to be highly responsive to their customers' requests and needs, solving problems and issues in a timely fashion, without requiring customers to repeatedly call to resolve them. This improves overall service levels and reduces the number of complaints, as well as customer anger and frustration.

From the Author:


Delivering Exceptional Customer Service is a training guide that that features eight training lessons, each presenting a unique concept, eight sets of questions to facilitate comprehension and eight individual action plans to transfer learning to the working environment. It is unique as it:

  • Is tightly targeted to a focus on how to deliver exceptional customer service to your customers
  • Delivers the appropriate amount of expertise
  • Focuses on interpersonal skills needed to deliver exceptional customer service
  • Shares best practices in delivering exceptional customer service
  • Comes with step-by-step instructions to deliver exceptional customer service
  • Contains practical strategies, tips and techniques on how to deliver exceptional customer service
  • Is flexible in the use and application in a variety of working environments
Delivering Exceptional Customer Service also can be:
  • Used for standalone self-directed training for individuals
  • Employed as a training and study guide for small groups
  • Adapted to deliver classroom training for formal training
  • Utilized as a discussion guide for small groups
  • Used as a coaching tool to remedy poor performance or teach new skills
  • Accessed as a reference tool when problems occur in the future
The use of Delivering Exceptional Customer Service is most effective when the training is combined with actual information, experiences and examples shared by your employees.

Delivering Exceptional Customer Service
will teach you or your employees:
  • How your customer defines exceptional customer service
  • The positive impact exceptional service has on your company
  • The negative consequences experienced by your company resulting from poor service
  • What is required of you to deliver exceptional customer service
  • How to develop a positive service attitude
  • How to set the tone for delivering exceptional customer service
  • Why exceptional service is defined by a close "attention to detail"
  • How to productively manage the customer's experience and deliver sustainable and exceptional service
The Problems This Book Addresses:

What is it worth to you if you could solve one or more of the following problems?
  • Either you or your customer service representatives are unable to craft & manage the customer's experience
  • Either you or your customer service representatives fail to define and deliver value to customers
  • Either you or your customer service representatives are not capable of defining customer expectations
  • Either you or your customer service representatives display an inability to define customer's needs
  • Either you or your customer service representatives are unable to adequately respond to their customer's requests
  • Either you or your customer service representatives possess insufficient knowledge about their company, products, services and goals
The Benefits Gained By Using This Book:
  • Customer service representatives who deliver an exceptional customer experience
  • Customer service representatives who define and deliver value to their customers
  • Customer service representatives who effectively meet their customers' needs
  • Customer service representatives who promptly follow-ups on their promises and commitments to their customers
  • Customer service representatives who improve their response to their customer requests
  • Customer service representatives who generate fewer customer problems
  • Customer service representatives who improve their customers' satisfaction

"About this title" may belong to another edition of this title.

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