Customers and You Who are Your Customers? Why Customers are Important Has the Internet Made Customer Service obsolete? You're in the People Business Good Service isn't Enough Internal Customers Count The Upside-Down Pyramid Know Your Priorities You're the Expert Get the Details Right When You Don't Know the Answer Leave Your Ego at Home Anticipate Problems Do it Right the First Time Keep Your Promises Keep Them Posted What Makes Customers Come Back? Keep Your Work Area Clean Desk Organization Tips How to Be a Problem Solver Take the Initiative A Do-It-Yourself Performance Review
Improving Communication Common Communication Mistakes Find Your Customer's Communication Style Better Listening Skills Ask the Right Questions Get the Facts Fast The Right and Wrong Way to Give Bad News Tips for Getting Customer Feedback Smile on the Telephone
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Don't Play Phone Tag Five Steps to Mastering the Phone How to Build Rapport on the Phone Understanding Customers with Accents on the Phone Make Voice Mail Work for You Hi-tech Etiquette Six ways to Improve Your E-mail Messages E-mail Etiquette Simple Language is Best Write Letters That Work Communication Tips for a Multi-Cultural Age Body Language Tells a Story Do's and Don'ts for Eye Contact
Handling Customers First Impressions Count Pay Attention to Your Customers Use Their Name Discretion is Key Things That Annoy Customers Acknowledge Your Customers Every Customer Deserves Respect How to Cure Buyer's Remorse How to Handle Those Busy Times How to Handle Lines Five Steps for Handling a Crisis How to Say No to a Customer What Happens When Customers are Dissatisfied? When the Customer is Wrong Don't Put Them Down How to Deal with Rude Customers How to Handle an Angry Customer Six Tips for Handling Verbal Attacks |
How to Handle Interruptions When to Break the Rules Some Customers are Special "Thank You" Means a Lot Do Something Nice For Your Customers
Career and Business Tips Under-Promise and Over-Deliver How to Handle Mistakes You're Part of a Team The 80/20 Rule Plan Your Work and Work Your Plan Five Steps to Working Smarter Find a Better Way Spark Your Creativity Get Enthused About Your Company Think Like an Entrepreneur Act Like a Professional Imitate the Winners Five Steps to Less Stress Keep up to Date Project a Professional Image When You do a Good Deed, Let Them Know Word of Mouth Advertising You're in Sales Cross-Selling Helps Everyone Features and Benefits Don't Forget Them After the Sale Think of the Customer's Lifetime Value Pass Along Customer Feedback What Separates You From the Competition? You're the Radar for Your Company Avoiding Boredom and Burnout How to Ask for Referrals Tips for Staying Healthy Don't Strain Your Voice A Checklist For a Better Appearance
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