On the front lines of customer service, every day presents new and unexpected challengesaand even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Quick chapters show readers how to: ac Achieve the mindset required for Hero-Classac service ac Understand the customer's expectationsaand exceed them ac Develop powerful communication skills ac Avoid the seven triggers guaranteed to set customers off ac Handle difficult and even irrational customers with ease ac Become an indispensable part of any frontline team Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way.Adama#39;s on-the-ground experience provides perspective missing in most service playbooks today. This is a great book for any leader in an organization with customers.
|Title||:||Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines|
|Publisher||:||AMACOM/American Management Association - 2015-04-01|