| Preface |
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| About the Author |
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xv | |
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Part One. Succeeding at Customer Service |
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1 | (50) |
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Basics of Customer Service |
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3 | (13) |
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4 | (2) |
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Different Kinds of Customers |
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6 | (2) |
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First Things First---Dispelling an Important Customer Service Myth |
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8 | (1) |
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Understanding What Customers Want |
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9 | (4) |
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13 | (3) |
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Customer Service Tools and Techniques |
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16 | (35) |
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Above and Beyond the Call of Duty |
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19 | (1) |
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Acknowledge Customer's Needs |
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19 | (1) |
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Acknowledging Without Encouraging |
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20 | (1) |
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20 | (1) |
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21 | (1) |
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21 | (1) |
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22 | (1) |
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22 | (1) |
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22 | (1) |
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23 | (1) |
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23 | (1) |
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24 | (1) |
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24 | (1) |
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24 | (1) |
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24 | (1) |
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Closing Interactions Positively |
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25 | (1) |
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25 | (1) |
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26 | (1) |
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Contact Security/Authorities/Management |
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26 | (1) |
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27 | (1) |
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28 | (1) |
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28 | (1) |
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29 | (1) |
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29 | (1) |
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Explain Reasoning or Actions |
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29 | (1) |
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30 | (1) |
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31 | (1) |
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Finishing Off/Following Up |
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31 | (1) |
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31 | (1) |
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31 | (1) |
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Managing Height Differentials/Nonverbals |
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32 | (1) |
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Managing Interpersonal Distance |
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32 | (2) |
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34 | (1) |
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Offering Choices/Empowering |
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34 | (1) |
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35 | (1) |
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35 | (1) |
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Privacy and Confidentiality |
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36 | (1) |
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36 | (1) |
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37 | (1) |
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37 | (1) |
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Providing a Customer Takeaway |
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38 | (1) |
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38 | (1) |
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Questioning Instead of Stating |
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39 | (1) |
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39 | (1) |
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40 | (1) |
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41 | (1) |
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41 | (2) |
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Some People Think That (Neutral Mode) |
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43 | (1) |
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43 | (1) |
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Suggest an Alternative to Waiting |
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44 | (1) |
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Summarize the Conversation |
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44 | (1) |
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45 | (1) |
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46 | (1) |
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46 | (1) |
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46 | (1) |
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Use of Timing with Angry Customers |
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47 | (1) |
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47 | (1) |
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48 | (1) |
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48 | (1) |
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49 | (2) |
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Part Two. Dealing with Specific Customer Situations |
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51 | (168) |
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When You Are Late or Know You Will Be Late |
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53 | (3) |
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When a Customer Is in a Hurry |
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56 | (2) |
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When a Customer Jumps Ahead in a Line of Waiting Customers |
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58 | (2) |
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When a Customer Asks to Be Served Ahead of Other Waiting Customers |
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60 | (2) |
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When a Customer Interrupts a Discussion Between the Employee and Another Customer |
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62 | (2) |
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When a Customer Has a Negative Attitude About Your Company Due to Past Experiences |
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64 | (3) |
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When You Need to Explain a Company Policy or Procedure |
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67 | (3) |
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When a Customer Might Be Mistrustful |
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70 | (3) |
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When the Customer Has Been Through Voicemail Hell |
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73 | (3) |
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When a Customer Is Experiencing a Language Barrier |
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76 | (3) |
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When the Customer Has Been ``Buck-Passed'' |
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79 | (2) |
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When a Customer Needs to Follow a Sequence of Actions |
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81 | (2) |
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When the Customer Insults Your Competence |
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83 | (2) |
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When a Customer Won't Stop Talking on the Phone |
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85 | (2) |
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When the Customer Swears or Yells in Person #1 |
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87 | (3) |
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When the Customer Swears or Yells in Person #2 |
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90 | (3) |
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When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1 |
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93 | (3) |
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When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2 |
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96 | (3) |
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When a Customer Has Been Waiting in a Line |
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99 | (2) |
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When You Don't Have the Answer |
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101 | (4) |
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When Nobody Handy Has the Answer |
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105 | (3) |
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When You Need to Place a Caller on Hold |
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108 | (3) |
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When You Need to Route a Customer Phone Call |
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111 | (3) |
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When You Lack the Authority to ... |
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114 | (2) |
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When a Customer Threatens to Go over Your Head |
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116 | (2) |
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When a Customer Demands to Speak with Your Supervisor |
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118 | (3) |
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When a Customer Demands to Speak with Your Supervisor, Who Isn't Available |
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121 | (2) |
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When a Customer Threatens to Complain to the Press |
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123 | (3) |
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When a Customer Demands to Speak to the ``Person in Charge'' |
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126 | (4) |
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When a Customer Makes an Embarrassing Mistake |
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130 | (3) |
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When a Customer Withholds Information Due to Privacy Concerns |
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133 | (3) |
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When a Customer Threatens Bodily Harm or Property Damage |
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136 | (4) |
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When a Customer Is Confused About What He or She Wants or Needs |
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140 | (3) |
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When a Customer Makes a Racist Remark |
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143 | (3) |
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When a Customer Makes a Sexist Remark |
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146 | (3) |
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When a Customer Refuses to Leave |
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149 | (3) |
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When a Customer Accuses You of Racism |
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152 | (3) |
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When a Customer Plays One Employee off Another (``So-and-So Said'') |
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155 | (4) |
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When a Customer Might Be Stealing |
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159 | (2) |
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When a Customer Is Playing to an Audience of Other Customers |
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161 | (3) |
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When a Customer Exhibits Passive-Aggressive Behavior |
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164 | (3) |
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When a Customer Uses Nonverbal Attempts to Intimidate |
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167 | (3) |
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When a Customer Makes Persistent and Frequent Phone Calls |
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170 | (3) |
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When Someone Else Is Not Responding (No Callback) |
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173 | (4) |
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When You Need to Clarify Commitments |
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177 | (3) |
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When a Customer Wants Information You Are Not Allowed to Give |
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180 | (2) |
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When a Customer Makes a Suggestion to Improve Service |
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182 | (3) |
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When You Can't Find a Customer's Reservation/Appointment |
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185 | (3) |
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When Your Are Following Up on a Customer Complaint |
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188 | (3) |
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Properly Identifying the Internal Customer |
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191 | (3) |
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When an Internal Customer Isn't Following Procedures to Request Service |
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194 | (3) |
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When the Customer Wants Something That Won't Fill His Need |
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197 | (3) |
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When You Want Feedback from the Customer |
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200 | (3) |
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When a Customer Complains About Red Tape and Paperwork |
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203 | (3) |
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When You Need to Respond to a Customer Complaint Made in Writing |
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206 | (3) |
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When a Reservation/Appointment Is Lost and You Cannot Meet the Commitment |
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209 | (3) |
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When Customers Are Waiting in a Waiting Room |
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212 | (3) |
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When a Customer Complains About a Known Problem |
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215 | (2) |
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When a Customer Asks Inappropriate Questions |
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217 | (2) |
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When a Customer Tries an Unacceptable Merchandise Return |
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219 | |
Other versions by this Author