After completing this course, you'll have the skills to build and maintain long-term customer relationships, handle difficult people, and overcome barriers to customer satisfaction. By learning to define targets for superior customer service, you will create repeat business with every customer contact you make. Providing superior service means solving problems, dealing with frustrations and stress, giving and receiving feedback, avoiding placing blame on others, and communicating effectively. This course will teach you all the critical skills to achieve outstanding customer satisfaction. Table of Contents Sneak Preview: The Big Picture
Personal Customer Satisfaction Action Plan Part 1: Clearing the Barriers
Chapter 1: How Customer Relationship Skills Can Build Your Success
Building Customer Relationships for Repeat Business
Success Stories Chapter 2: Dealing with Difficult People
Job Frustrations and Difficult People
The Secret of Success
Save Time by Taking Situations Professionally
Keep the Spotlight on the Issue Chapter 3: Burnout—Threat to Customer Satisfaction
Eight Common Signs of Burnout
Additional Signs of Burnout
Five Techniques for Preventing Burnout Chapter 4: The Secret to Getting More Cooperation
Updating Your Beliefs
A Selfish and Successful Strategy for Getting More Cooperation
Roadblocks to Avoid
Working as Partners—Treating Your Boss as a Customer Part 2: Building the Foundation
Chapter 5: The Problem with Customer Service
Satisfaction Is Defined by the Customer
Meet the Requirements of the People You Serve
Customer Satisfaction Is Easier When You Have Targets
A Shortcut for Defining Targets
The Pleasant Payoff Chapter 6: The Customer Is Not Always Right, But…
The Customer Is Always the Customer
Blaming—A Barrier to Problem Solving
Shortcut to Stopping the Blame Habit
Seven Practical Steps to Customer Problem Solving Part 3: Using the Tools
Chapter 7: Getting What You Want
Make It Easy for Others to Cooperate with You
Six Cooperation Techniques Chapter 8: Building Motivation with Customer Feedback
People Need to Know How They Are Doing
A Simple System for Obtaining Feedback
Protect Yourself with Ongoing Feedback
Get Systematic Feedback from Your Customers
The Best Kind of Customer Feedback
Talk About Customer Feedback Chapter 9: How to Keep It Going
Success Secret 1: Give Yourself More Blue Ribbons
Success Secret 2: Hand Out More Blue Ribbons
Success Secret 3: Treat This Book as a Tool Kit Remember the Customer Satisfaction Essentials Your Feedback Is Important Author's Suggested Responses Objectives Learn why satisfying customers, the people part of the job, is as important as doing the technical part of the job Use the tools of customer satisfaction Obtain techniques for overcoming barriers to customer satisfaction
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