Description

Keep them coming back for more

Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It’s for anyone involved in any organisation – whether you run your own business, manage people or you are a customer facing employee. It doesn’t matter what your budget is, you’ll find lots of simple changes you can implement right now to build a highly successful customer service strategy.

BRILLIANT OUTCOMES

·   Identify your customers real needs and how best to meet them

·   Build trust and long term loyalty with your customers to stay ahead of the competition

·   Make sure you are remembered and recommended

Table of Contents

About the author

Acknowledgements

Introduction

1.     Customers have changed

2.     The cornerstones of brilliant service

3.     Make 'virtual' service brilliant customer service

4.     Use the 'emotional scale' to create loyalty and trust

5.     Read between the lines – silence is never golden!

6.     How to handle any complaint

7.     How to say no and still keep the customer

8.     How to offer more

9.     Seven ways to wow your customers

Conclusion

Index

Back Cover

Keep them coming back for more

 Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It's for anyone involved in any organisation – whether you run your own business, manage people or you are a customer facing employee. It doesn't matter what your budget is, you'll find lots of simple changes you can implement right now to build a highly successful customer service strategy.

BRILLIANT OUTCOMES

·        Identify your customers real needs and how best to meet them

·        Build trust and long term loyalty with your customers to stay ahead of the competition

·        Make sure you are remembered and recommended

Author

Debra Stevens is a trainer, coach, mentor key note speaker and founder of Sold Out Trainers (www.soldout-trainers.com). She has 25 years of experience in delivering high impact experiential training solutions to many top companies throughout the UK, Europe,
Asia and the USA, including Debenhams, Stena Ferries and Royal Caribbean Cruises. Debra brings her extensive knowledge of customer service training to give readers a practical common sense approach to improving their results.