Quality Customer Service

Contents:

Part 1: Winning with the Customer • Do You Have What It Takes to Win with the Customer? • Comparing Customer Service to a Refrigerator • What Is Quality Customer Service? • Four Reasons Why Quality Service is Important • Adopting a Customer Service Perspective • Why Winning at Customer Service is Important to You • Part 2: Showing a Positive Attitude • Why a Positive Attitude Is Important • Communicate Your Best Image • Monitoring the Sound of Your Voice • Using the Telephone Effectively • Staying Energized • Part 3: Identifying Customer Needs • Identifying Customer Needs • Understanding Basic Needs • Recognizing Customer Timing Requirements • Stay One Step Ahead of Your Customers • Remaining Attentive • Using a CRM System • Part 4: Providing for the Needs of Your Customers • Providing for Your Customers? Needs • Meeting Basic Customer Service Needs • Performing Important Backup Duties • Sending Clear Messages • Saying the Right Thing • Selling Your Organization's Uniqueness • Meeting the Computer Challenge • Preparing for the Unexpected • Part 5: Making Sure Your Customers Return • Making Sure Your Customers Return • Soliciting Customer Feedback • Handling Complaints Effectively • Getting Difficult Customers on Your Side • Taking That One Extra Service Step • Reviewing the Actions that Cause a Customer to Return • Striving for Quality Customer Service • Appendix • Appendix to Part 1 • Appendix to Part 2 • Appendix to Part 3 • Appendix to Part 4 • Appendix to Part 5

About the Author:

William Martin is a professor of hospitality management in the School of Business at California State University Monterey Bay. He lives in Monterey, California, and consults with organizations around the globe.