Customer Service: Career Success Through Customer Loyalty Book

1. Know Why Service Matters

PART 1: LITTLE THINGS

2. Use Behaviors That Engage Your Customers

3. Listen to Your Customer (a Big “little thing”)

4. Use the Telephone Well for Good Service

5. Use Friendly Web Sites and Electronic Communication

PART 2: INSIGHTS

6. Recognize and Deal with Customer Turnoffs

7. Insight into Emerging Trends in Customer Service

PART 3: FEEDBACK

8. Get Customer Feedback

9. Recover the Potentially Lost Customer

PART 4: EXPECTATIONS

10. Exceed Customer Expectations with Value

11. Exceed Customer Expectations with Information

12. Exceed Customer Expectations with Convenience and Timing

PART 5: LIVING LIFE

13. Dealing with Emotional Labor

14. Get Employees to Give Great Service