Do you
know the 10 words you should NEVER use with an angry
customer?
Smart Customer Service …This no-nonsense, 8-page monthly newsletter condenses all the hard-earned wisdom of top customer service and management experts, and transforms it into a practical guide for you and your staff.
You get real life case studies on how service-driven companies succeed with Smart Customer Service so you can confidently follow their examples - companies like Disney, Saturn Corporation, Ritz-Carlton Hotels, Gateway 2000 and dozens of others.
Teach your people . . .
- No-FAIL strategies for quelling the complainer
- How To give good service every time
- The INS & OUTS of creating customer-keeping vision
- Why you should think about what could go wrong
- Ten THINGS your company can do to beat the competition
- What to do when the phones are down
- Why mistakes should be discussed with all your employees
- How TO write a customer-satisfaction survey ... easily!
- Some recruitment strategies that really work
- How TO spot trends and problem areas
- How TO apologize without apologizing
- The BEST WAY to track lost customers … and get them back
- Why it's always important to do it right the first time
- What the law says about coffee breaks
- How TO keep the service promise
- Why you should look for the good ... and the bad
- How TO ask your customers what they want ... and give it to them
- Why "good enough" never is
- How TO do customer relations promotions right
- Why mother was right - manners really are important
- Why you want customers to take you for granted
- Why you shouldn't feel compelled to talk about price
- How TO create frequent buyers
- Why it's important to measure everything
- Why you should look for ideas to borrow
- How TO have what your customers want
- Why you shouldn't guess what customers want - ask!
- How TO set goals for all your employees
- Why you don't have to reinvent the customer service wheel
- How TO make sure you have the best employees
- How TO set the right tone for your business
- How TO strive for continuous improvement
- Why you have to keep raising your standards
- What clean bathrooms say about your service
- Why you should thank your employees every day
- Why you should make it easy for customers to complain
|
Every issue of Smart Customer Service includes two Customer Service Rep Reports, training tools that can help you keep your reps on their toes. Side one features an important smart customer service topic. You can use the insert as part of a training class or just give copies to all your reps and let them review it at their convenience. On the reverse side, you get a small motivational poster that reps can hang in their office areas to help keep them focused. You will find this a valuable tool to help boost your training efforts.
Special Introductory Offer - Your First Month is FREE!
The first month of each subscription is free.
