This comprehensive customer service self-help workbook will give you the skills and behaviours you need to provide outstanding service to all your customers. Or, use it to train your staff on how to deliver outstanding levels of customer service to all your customers. Practical exercises enable the user to step-by-step develop the skills and behaviours required to deliver awesome customer service.
Customer Service Fundamentals
Who are your customers? In the space below, write down who you think your customers are.
Regardless of your position in the organisation where you work, you are involved in serving the customer in some way. If you are in retail sales you are dealing directly with your customers. If you work in accounts or in a factory you may not be dealing directly with customers, but you will be supporting those employees who do, or you will be dealing direct with other customers of the Company – the suppliers of goods and services for instance.
In effect, there two types of employee:
(1) Those who are dealing with customers directly.
(2) Those who are supporting these employees.
There are also two types of customer:
(1) External Customers – a person buying goods and services.
(2) Internal Customers – your work colleagues.
Regardless of your position in the organisation, you are required to provide quality customer service to your customers. This workbook will help you delight all these people by giving you some strategies to provide awesome service to them!....
BUY this workbook NOW to ensure that you and your staff fully understand the importance and can apply the fundamentals of Customer Service. Other topics covered in this workbook include What is Customer Service?, Principles of Customer Service, Creating Satisfied Customers, Attributes of Outstanding Customer Service, including Smiling, Greeting the Customer, Tone and Manner, Eye Contact, Courteous Approach, Body Language and Taking Personal Responsibility.