Adam Toporek

Be Your Customer's Hero

Real-World Tips and Techniques for the Service Front Lines

• Broschiertes Buch

Produktbeschreibung

Your customers need help only you can provide. Learn how to become their superhero!

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Produktdetails

• Verlag: AMACOM
• Seitenzahl: 258
• Erscheinungstermin: 22. April 2015
• Englisch
• Abmessung: 229mm x 152mm x 15mm
• Gewicht: 424g
• ISBN-13: 9780814449059
• ISBN-10: 0814449050
• Artikelnr.: 42025100

Autorenporträt

ADAM TOPOREK is a customer experience strategist and founder of CTS Service Solutions, a consultancy that provides organizations with real-world, customer-centric solutions through workshops and training. He authors the popular blog Customers that Stick.

Inhaltsangabe

CONTENTS
Acknowledgments xi
Introduction 1
Before We Get Started 5
PART ONE: GREAT SERVICE IS ALL IN YOUR HEAD
Chapter 1: The Customer Is Always ____________ 7
Chapter 2: Winning Is Not a Customer Service Goal 10
Chapter 3: Do You Know Your Mental Rules? 13
Chapter 4: Be Proud, and Then Swallow Your Pride 15
Chapter 5: Keep Your Cool When the Ball Comes at You 18
Chapter 6: Are You Renting Customers Space in Your Head? 21
Chapter 7: It's True: Your Attitude Does Determine Your Altitude 24
PART TWO: THE MIND OF THE MODERN CUSTOMER
Chapter 8: Customers Have Mental Rules Too 27
Chapter 9: What's In It for Me? 29
Chapter 10: All Customers Are Irrational 31
Chapter 11: Everyone Is Rushed, Everyone Is Stressed 34
Chapter 12: You Don't Know Your Customer's Story 37
Chapter 13: Everyone's Been Burned Before 40
PART THREE: THE SEVEN SERVICE TRIGGERS
Chapter 14: Introducing the Seven Service Triggers 43
Chapter 15: Service Trigger #1: Being Ignored 46
Chapter 16: Service Trigger #2: Being Abandoned 47
Chapter 17: Avoiding Service Triggers #1 and #2 50
Chapter 18: Service Trigger #3: Being Hassled 55
Chapter 19: Service Trigger #4: Being Faced with Incompetence 58
Chapter 20: Service Trigger #5: Being Shuffled 62
Chapter 21: Service Trigger #6: Being Powerless 66
Chapter 22: Service Trigger #7: Being Disrespected 68
PART FOUR: BE A GREAT TEAMMATE
Chapter 23: Why Teamwork Matters 71
Chapter 24: Rise Above, Don't Stoop Down 73
Chapter 25: "It's Showtime” 75
Chapter 26: The Clothes Make the Rep 78
Chapter 27: Always Be Professional 80
Chapter 28: Set the Next Shift Up for Success 82
Chapter 29: Five Reasons Customer Documentation Matters 84
Chapter 30: Document Quickly and Effectively 87
Chapter 31: When to Help a Teammate with a Customer 90
PART FIVE: OWN THE SERVICE FLOOR
Chapter 32: Make That First Impression Count 93
Chapter 33: How Are You Today? 97
Chapter 34: How to Handle "I'm Just Browsing” 99
Chapter 35: Don't Be a Helicopter Rep 102
Chapter 36: Can You Remember One Thing? 104
Chapter 37: The Name Game Is No Game 107
Chapter 38: Judge Not, Lest Ye Miss an Opportunity 109
Chapter 39: Become the Customer's Personal Detective 112
Chapter 40: Never Talk Badly About Customers with Customers 115
Chapter 41: WOW Customers in the Blink of an Eye 117
PART SIX: COMMUNICATE LIKE A PRO
Chapter 42: Customer Service Lessons Grandma Taught You 121
Chapter 43: Give Your Customers Your Undivided Attention 123
Chapter 44: Is Your Body Language Saying the Right Things? 126
Chapter 45: Smile When You Dial 130
Chapter 46: The Phone Is Different, and the Same 132
Chapter 47: Use BRWY Communication 135
Chapter 48: Want to Help Your Customers? Shut Up 138
Chapter 49: Ask Questions, Lots of Questions 141
Chapter 50: Jargon Is a Wall Between You and the Customer 143
Chapter 51: 10 Power Words You Must Use 145
Chapter 52: Assure Accountability 149
Chapter 53: Always Get Buy-In for Your Response Times 153
Chapter 54: Don't Make Promises You Can't Keep 155
Chapter 55: The Art of the Pivot 157
PART SEVEN: MASTER DIFFICULT SITUATIONS
Chapter 56: Complaints Should Come with Bows on Them 161
Chapter 57: Listening Is a Start, Understanding Is the Goal 163
Chapter 58: CATER to Your Customers with This Service Process 165
Chapter 59: Focus on What You Can Do, Not on What You Can't 167
Chapter 60: Making It Right Is More Important Than Being Right 170
Chapter 61: Let Upset Customers Punch Themselves Out 174
Chapter 62: What to Do When the Customer Won't Stop Talking 178
Chapter 63: The Art of Framing 180
Chapter 64: Sales Techniques That Help Close the Deal 183
Chapter 65: Use Your Authority 186
Chapter 66: Don't Blame the Policy for the Problem 188
Chapter 67: Fine Print Isn't Always So Fine for Customers 190
Chapter 68: Handling Customer Service "Experts” 192
Chapter 69: When a Complaint Is a Scam 194
PART EIGHT: HANDLE NIGHTMARE CUSTOMERS
Chapter 70: Applying What You Know When the Heat Is On 197
Chapter 71: There's No Silver Bullet for a Hand Grenade 199
Chapter 72: 13 Go-To Tactics for Defusing Angry Customers 201
Chapter 73: How to Draw the Line with a Customer 205
Chapter 74: How to Handle Customer Threats 208
Chapter 75: What to Do When a Customer with an Audience Goes Crazy 214
PART NINE: UNDERSTAND THE DIGITAL FRONT LINES
Chapter 76: The Channel Impacts the Message 217
Chapter 77: Privacy and Security Are the New Triggers 219
Chapter 78: Good Email Is an Art 222
Chapter 79: The Social Customer Is Here to Stay 225
PART TEN: BE YOUR CUSTOMER'S HERO
Chapter 80: What Really Makes a Hero-Class Customer Experience? 229
Chapter 81: Adopt the Mindset of a Hero 233
Chapter 82: Be Your Customer's Hero 235
Putting What You've Learned into Practice 237
Index