"I feel very positive about my job after what I learned. I can't wait to get back to my job to do my best."
Frontline Staff,
Manitoba Natural Resources - Parks Branch |
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| Customer Service That Counts |
| 35 pages |
| $13.00 |
This interactive workbook provides step-by-step tips and techniques
to help you provide outstanding customer service. It includes a
variety of exercises and sample scenarios to help you assess your
own service delivery and discover new ideas to try. |
Table of Contents:
Customer Service That Counts
- Why Bother?
- What is Outstanding Customer Service
- The Secret to Great Service
Providing Great Customer Service
- Five Steps to Outstanding Customer Service
Customer Service on the Phone
- Applying the Five Steps on the Phone
- Taking Messages
- Returning Calls
- Putting Callers on Hold
- Answering Machines & VoiceMail
Handling Customer Complaints
- Understanding Why Customer Get Upset
- Six Steps to Handling Complaints
Customer Service and Selling
- Selling with the Customer in Mind
- Selling and Customer Service
- Do’s and Don’ts of Selling
Self- Assessment
- How are You Doing?
- What Will You Do To Improve
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