Superstar Customer Service: A 31-Day Plan to Improve Client Relations, Lock in New Customers, and Keep the Best Ones Coming Back for More
- 2h 51m
- Doug Watsabaugh, Rick Conlow
- Career Press, Inc.
- 2014
Are you worried that your customers are trying to survive tough times by seeking better deals from your competitors?
Are you having an even tougher time finding new customers for your product or service?
Superstar Customer Service follows Superstar Leadership and Superstar Sales, three titles aimed straight at achieving the highest levels of performance in these three essential areas.
Customer service may be one of the most demanding and difficult jobs you'll ever have... but it has the potential to make you a Superstar!
Develop your skills, manage yourself, master your ability to address the relationship problems experienced by your company, and you can go anywhere you want to go! Job satisfaction, success, and personal accomplishment are all within your grasp!
This book is organized as a month-long journey of improvement and discovery. Each chapter is a daily lesson with a core concept, skill-development idea, and resources to support your practice and application of the lesson.
Superstar Customer Service will help you distinguish yourself as someone who can get things done. It may very well help you forge a new pathway in your career that is far beyond anything you previously imagined!
About the Authors
Rick Conlow is the CEO and cofounder of WCW Partners, a global management consulting and training firm. Rick has helped numerous companies such as Target, Costco, Andersen Windows, and Canadian Linen reduce complaints, improve profits, and increase sales. He has been a general manager, vice president, training director, program director, national sales trainer, and consultant. Rick has authored 11 books, and regularly facilitates presentations to audiences of all sizes.
Doug Watsabaugh is the COO and cofounder of WCW Partners. His knowledge of experiential learning and skill at designing change processes and learning events have enabled him to significantly improve the lives of thousands of individuals and hundreds of organizations in various industries, including Coca Cola, Accenture, Hasbro, 3M, and General Mills. Doug is the author of seven books.
In this Book
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Superstar Customer Service— A 31-Day Plan to Improve Client Relations, Lock in New Customers, and Keep the Best Ones Coming Back for More
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Introduction
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Beginnings Are Prophetic—The Power of Knowing Your Role in Your Organization
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What’s My Job? What’s Expected of Me? Why Am I Important?
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How Serious Should I Be About This Work, Anyway?—Why Should I Care, Really?
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What Does It Mean to Manage Myself?—The Power of Positivity
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To What Standards Should I Try to Rise?
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The Difference Between Good Service and Superstar Service
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How Do I Currently Stack Up?—The Changing Reality in the Customer Service World
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What Do I Need to Improve and Why?—Interpretation and Action Planning
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It All Begins With a Problem
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What Would L.L. Bean Do?
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You Can’t Treat Me Like That!—The Lack of Courtesy, Civility, Manners, and Friendliness
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What You Should Expect From Your Boss, and What to Do When Your Boss Doesn’t Do What You Expect
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Begin with the Highest Form of Courtesy—Are You Listening?
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You Are Going to Have to “Gotta Wanna” Lead Yourself to Success
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Problem-Solving Your Way through the Forest
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Time Management—“Who” and “What” Are Both Important Hear (Yes, We Mean H.E.A.R.)
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Etiquette on the Phone, in Electronic Communications, and Face-to-Face—What Do You Mean, I Get Paid to Be Nice?
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How to Deal with That *ss***e
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How to Say NO! Hell No! (Nicely?)
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How to Handle Complaints
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How Superstar Customer Service and Superstar Sales Go Together
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Working With the Numbers—Let’s Get Real—You Are Going to Be Measured!
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Surveys, Mystery Shop, Complaints, and Written Notes
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You Are Going to Hear About It, So You May as Well Make It Work for You, Not Against You
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Follow-Up Strategies and Going the Extra Mile
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What to Do When Things Go Wrong
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How to Impress Your Boss—What to Do if All Else Fails
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How Do I Avoid Getting Stuck in a Rut?—The Power of Continuous Improvement
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Why We Need to Do More than Just What It Takes to “Get By”—Customer Service Is Everyone’s Job
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Can Providing Good Service Take Me Anywhere?—Is It All Menial, Crap Work?
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Customer Service Slip-Ups—What to Do When It Isn’t Working
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Afterword—Action-Planning and Goal-Setting for Superstar Success
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Chapter Notes
