Are you looking for a guide to understanding customer needs, customer service skills and best practices for employees? Then this is what you need.
As technology and the needs of the service industry keep changing, customer expectations are also changing rapidly. Customer service is becoming a major tool used by many organizations to differentiate themselves from their competitors and lead in the market. Recruiters now put a lot of emphasis on customer service skills and culture fit when recruiting new employees.
For both employees and organizations to survive in this era, it is imperative to fully understand customer needs, master customer service skills, and learn from customer service best practices.
This book, clearly defines what customer service is. It begins by explaining why customer service is important for both the company, the employee and the customer. It identifies the causes of bad customer service and proposes practical solutions on how to improve it. The concept of customer experience is also analyzed with emphasis on its 3 major variables, as well as how we can shape customer expectations. The first section ends with a detailed appraisal of the 6 primary customer service skills, explaining how to acquire and use them.
The second section looks at customer needs. It analyses the differences between Customer core and auxiliary needs and explains how to continuously maintain customer satisfaction. Some basic customer psychology tips are discussed here, alongside the different stages of customer relationships.
The last section identifies ways in which we can improve our interactions with customers. Beginning with the right employee attitude, this section describes the different types of difficult customers and provides a guide on what employees must do when faced with difficult customers. The section ends with the 34 rules customer service professionals need to live by (The customer service code of conduct).
The overall objective of this book is to provide a simple guide for onboarding new employees, training old employees, and ensuring that organizations are successful in their customer service efforts. This book can be used as a guide for any organization that seeks to transform its customer service delivery, and as a guide for any employee who wants to develop their customer service skills.
