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by Maxine Kamin
10 Steps to Successful Customer Service
Cover
10 Steps To Success
Titlepage
Copyright page
Content
Preface
Acknowledgments
Introduction
Step 1: Identify Service Motivation and Mission
Step 2: Define Great Service for Your Organization
Step 3: Form Great Relationships
Step 4: Build Trusting Relationships that Last
Step 5: Use the Law of Attraction—Be Positive
Step 6: Aggressively Solve Problems— the Bigger the Better
Step 7: Recover from Mistakes Gracefully
Step 8: Give Customers and Yourself a Break
Step 9: Keep It Cool When Things Get Hot
Step 10: Be Your Own Best Customer
Conclusion
Appendix A: Creating and Supporting a Customer Service Culture
Appendix B: Enjoy the Journey: Tool and Worksheet Roundup
References
Index
About the Author
Back
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