Common Sense Customer Service

A Must Have Resource For Anyone In The Customer Service Field

For Job Seekers
This book gives job seekers a good grounding in what is involved in delivering truly excellent customer service. It also explains how being an amazing customer service representatives benefits themselves, the customer and the company. A job seeker can be certain they have the skills required for such a position and can effectively communicate that when applying for a career in customer service.

For Customer Service Training
Common Sense Customer Service is a must-have book to add to any customer service training program. It's great for large or small companies as it is general enough for any industry but in-depth enough to be truly useful.
Victoria Wells talks from a wealth of customer service experiences in a non-threatening style that people find easy to read and easy to absorb.
This book serve as the basis of a training program, an addition to a training program and a reference guide.

For Managers/Owners
The Extra Chapter is targeted specifically at managers/owners and includes some valuable insights.
Managers/owners will come away with a new appreciation and understanding of their role in attaining company-wide, exceptional customer service, as well as ideas on how to effectively reward, or constructively criticize, their customer service personnel.

Basic Customer Service Concepts

• Do Unto Others
• The Customer is Always Right - NOT!
• The Customer is Always the Customer

Attitude and personality

• Personality
• Attitude

General telephone basics

• Automated Attendant or Not?
• Pick Up The Phone!
• Physical Telephone Message Records
• Setting Up Your Automated Attendant
• How to Answer the Phone
• and more ...

Communicating With Your Customers

• In Person
• In Person Trumps On The Phone
• By Email
• By Phone
• and more ...

Dealing with Different Types of Customers

• Understanding Your Customers
• The Demanding Customer
• The Unhappy Customer
• The Unreasonable Customer
• The Abusive Customer
• The Accommodating Customer
• and more ...

Under-promise and over-deliver

• Promises, Promises, Promises
• Under Promise and Over Deliver
• and more ...

Knowing your limits

• Company Policies
• Use Your Authority Wisely

Dealing with stress

• Don't Take It Personally
• If It's Truly Too Much
• Never Complain to a Customer
• and more ...

Good note keeping

• Manual Note Keeping
• Electronic Note Keeping
• Keeping Good Customer Records
• and more ...

Follow Up, Follow Up, Follow Up

• The Importance of Following Up
• Keeping Your Customer In The Loop
• Why Following Up With Your Customer Is So Important
• and more ...

Bonus Chapter for the Manager/Owner

• Lead By Example
• Management by Walking Around
• Technology
• Other things to consider are
• Empowering Your Employees
• Rewarding Your Employees
• Praise In Public, Criticize In Private
• Constructive Criticism
• When an Employee is not a Good Fit for Your Company