Deliver Valuable Service to a New World of Customers
As the economy globalizes, customers are becoming more and more diverse making your job
harder than ever. Regardless of differences in values, age, abilities, and other factors,
the pressure is on to deliver exceptional customer service every step of the way. Help is
here.
Please Every Customer provides key information about how people of
different cultures and groups communicate, view relationships, and value time—so you can
provide the best service for each of your customer’s needs and expectations.
Whatever the nationality, age, or gender of your customer, Please Every Customer gives
you the tools to:
- Overcome differences in language
- Recognize and accommodate customer needs
- Make positive first impressions
- Avoid stereotypes
- Gain trust
- Listen “actively”
- Identify crucial nonverbal cues
The age-old customer-service maxim “the customer is always right” isn’t enough
anymore.
Use Please Every Customer as your road map to navigate the new world of
customer service.
Table of Contents
Introduction;
Chapter 1: Delivering Effective Customer Service in a Diverse World;
Chapter 2: Identifying and Dealing with Consumer Behavior;
Chapter 3: Creating a Professional Service Image;
Chapter 4: Improving Interpersonal Communication Skills;
Chapter 5: Tapping Non-Verbal Communication Skills for Success;
Chapter 6: Really Listening to What the Customer is Saying;
Chapter 7: Managing Your Time to your Advantage;
Chapter 8: Reducing Stress on the Job;
Chapter 9: Addressing Service Breakdowns;
Chapter 10: The Role of Technology in Closing the Global Service Gap;
Appendixes; Resources
304 pages, Paperback