Product Details

Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!, Completely Revised and Expanded

Don’t just give them customer service. Give them Super Service! For more than a decade, customer service professionals have turned to Super Service for the very best advice on dealing with demanding, dissatisfied, and downright difficult customers. Now, it has been completely revised and expanded to address today’s unique customer-service issues.

Super Service, 2nd Edition teaches you how to deliver great service in a way that enriches your life and keeps you from burning out. It provides the same advice that made the first edition a perennial favorite and includes all-new information on:

• Listening to customer needs
• Understanding today’s savvy customer
• Adopting a positive attitude
• Adding value to the customer experience
• Providing service quickly and efficiently
• Customers are becoming increasingly savvy and demanding—which makes your job harder than ever. In order to ensure smooth interactions, you need to keep a step ahead—you need to deliver super service.

Date: May 4, 2009
Format: Paperback, 240 pages

Table of contents:

Introduction

Part I: THE BASICS
1: Your Customer is The Most Important Person in the World
2: Customers Need to Feel Valued, Cherished and Taken Care of
3: Customers Want to Be Appreciated and Helped
4: Listen to What Your Customer Really Wants
5: How to Make a Customer Feel Good about Spending Their Money
6: Always Give Fast, Accurate and Polite Service

Part II: WHY THE SEVEN KEYS TO DELIVERING SUPER SERVICE REALLY WORK
7: Key 1 — The Right Attitude
8: Key 2 — Understand the Customer’s Needs
9: Key 3 — Communicate Clearly
10: Key 4 — Reach Agreement
11: Key 5 — Check Understanding
12: Key 6 — Take Action
13: Key 7 — Build on Satisfaction

Part III: UNLOCK YOUR SUPER SERVICE BRAIN
13: Human versus Animal
14: Creating Good Habits
15: Affirming Your Day
16: Ten Tactics on How to Provide Super Service Even When You Don’t Want to
17: Ten Tactics on How to Provide Super Service Even When They Don’t Deserve it