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Customer Service Excellence: How to Deliver Value to Today's Busy Customer
Is your customer service as good as it could be? Do your employees know what good service is? Can they handle the phone effectively? Are they empathetic? Friendly? In control? Do they listen well? Do they understand what makes their customers tick? If your organization's customer service is less than top-notch, people will likely judge your employees...
Is your customer service as good as it could be? Do your employees know what good service is? Can they handle the phone effectively? Are they empathetic? Friendly? In control? Do they listen well? Do they understand what makes their customers tick? If your organization's customer service is less than top-notch, people will likely judge your employees as rude, uncaring, unprofessional, and uninterested in their business. This guide introduces the basics of customer service: how to properly answer the telephone; how to handle holds, transfers, and messages; how to deal with difficult calls and callers; and how to present an image that says "confident, credible, and capable." While it can be used on its own, this book is best used for the first time as part of instructor-led training.
Since launching the first textbook rental site in 2006, BookRenter has never wavered from our mission to make education more affordable for all students. Every day, we focus on delivering students the best prices, the most flexible options, and the best service on earth. On March 13, 2012 BookRenter.com, Inc. formally changed its name to Rafter, Inc. We are still the same company and the same people, only our corporate name has changed.