Download Brilliant Customer Service by Debra Stevens PDF

By Debra Stevens

ISBN-10: 0273738070

ISBN-13: 9780273738077

Retain them coming again for extra   fabulous customer support is your consultant that will help you convey unparalleled customer support and maintain your consumers coming again time and many times. It’s for someone thinking about any business enterprise – no matter if you run your individual company, deal with humans otherwise you are a buyer dealing with worker. It doesn’t subject what your finances is, you’ll locate plenty of basic alterations you could enforce at once to construct a hugely winning customer support method. great results ·        establish your clients genuine wishes and the way most sensible to satisfy them ·        construct belief and long-term loyalty along with your shoppers to stick sooner than the contest ·        ensure you are remembered and suggested

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Extra resources for Brilliant Customer Service

Sample text

As I mentioned in the introduction, delivering brilliant service should be easy and common sense; we talk about it all the time in our jobs and businesses. Some companies even hold huge conferences having it as the main theme, employing experts to speak on it, creating mission statements, committing to service excellence and yet it still doesn’t happen, usually because neither they nor their employees really believe in it. brilliant example Some of you may remember the infamous quote from Gerald Ratner: Ratner’s has got very little to do with quality .

Prejudice. Listeners have prejudged the issues being discussed or the customer. They are only receptive to anything the speaker may say which will support their own prejudices. ●● Anxiety. Listeners are worried about what is being said or what they are going to say. ●● Indifference. Listeners are not interested in what the 19 20 brilliant customer service customer is saying and make no effort to sift out what might be useful and to hunt for clues. ●● Mental rehearsal. Listeners are rehearsing what they are going to say next or thinking about what questions to ask.

This could be a good objective to start with. Characteristics of personality types Driver: red (driven by the task and results) ●● High energy ●● Sharp and pointed body language ●● Expressive ●● Vocally they speak quickly and sharply ●● Irritated by chit chat ●● Easily irritated and quick to react ●● Objective-focused ●● Know what they want and how to get there! ●● Communicates quickly, gets to the point ●● Sometimes tactless and brusque ●● Can be an ‘ends justify the means’ type of person ●● Hardworking, high energy ●● Does not shy away from conflict Expressive: yellow (driven by being popular and liked) ●● Quick to smile and engage ●● More rounded and expressive with their gestures The cornerstones of brilliant customer service ●● Open body language ●● Like to talk a lot – everyone is a potential new friend ●● Natural salespeople or story-tellers ●● Warm and enthusiastic ●● Good motivators, communicators ●● Can be competitive ●● Can tend to exaggerate, leave out facts and details ●● Sometimes would rather talk about things than do them!

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Brilliant Customer Service by Debra Stevens


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