Customer Service Representative's Roles and Responsibilities clearly and succinctly illustrates what you need to know to competently handle your job, as well as the value of delivering quality customer service.You will learn your role in delivering quality customer service and what is expected of you, and the life-long value of a customer and the financial impact of good customer service on your business.You will also discover the consequences of poor customer service, and your personal impact on the customer that determines whether or not they will remain with your company.You will be instructed in proven strategies and techniques to develop competent and effective customer service skills, as well as in techniques that will show you how to develop a personal service attitude. You will also learn how to handle the negative aspects of your job, as well as why the free flow of information is important in customer service.As part of the Pinpoint Skill Development Training Series, each chapter focuses on a single essential concept and shows you how to apply it. To improve your performance, each chapter includes a qPoints to Ponderq section, and an qAction Planq to assist you to easily transfer what you learned to your job. This book is ideal as an informal training tool for coaching or personal development. It can also be used as a handbook and guide for group training discussions. Each book in the Pinpoint Skill Development Training Series was developed from proven strategies and techniques created by Timothy Bednarz to effectively train thousands of employees in Fortune 1000 companies since 1990.This book is ideal as an informal training tool for coaching or personal development. It can also be used as a handbook and guide for group training discussions.
|Title||:||Customer Service Representative's Roles and Responsibilities|
|Author||:||Timothy F. Bednarz|