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Real World Customer Service Strategies That Work


Real World Customer Service Strategies That Work Insight Publishing 2004
ISBN 1-885640-82-X

$19.95 plus shipping and handling.

A power-packed collection of insights and strategies from Jeannie Davis and 11 other customer service professionals who make a difference in America each and every day!

When it comes to essential topics like customer service, businesses across America are looking for relevant, cutting-edge, "real world" solutions to help them succeed. Real World Customer Service Strategies That Work presents insights and inspiration from 12 experts whose client list reads like a "who's who" in American business.

As one of the authors invited to participate in this work, Jeannie writes about the dichotomy of the customer and the service provider in her chapter entitled, Now Hear This: The Key to Great Customer Relations is Excellent Phone Service. Only take the following steps outlined in this chapter if you want to be considered a provider of excellent telephone customer service—and if you want your customers to come back for more:

Steps to Excellent Phone Service

  • Be ethical in customer relationships
  • Promote emotional intelligence (EQ) in the workplace
  • Revive your telephone etiquette skills
  • Demonstrate a "your-problem-is-my-problem" mentality
  • Own every customer interaction
  • Be consistent in service quality and delivery
  • Educate your customers
  • Be positive and inclusive
  • Practice good cellular phone etiquette
  • Ten practical steps toward better phone skills

As customers, we're quick to judge how others manage telephone communication, and we often don't evaluate our own or our employees' communication skills. Let your memory of how others treat you on the phone serve as a framework for creating a positive image your customers will remember with pleasure.

Table of Contents

CHAPTER ONE
  Joseph Rosales: Achieving Customer Service Excellence: The People, Environments, and Processes That Make It Happen
CHAPTER TWO
  Kevin R. Miller: Leadership: The Ultimate Customer Service Multiplier
CHAPTER THREE
  Jeannie Davis: Now Hear This: The Key to Great Customer Relations Is Excellent Phone Service
CHAPTER FOUR
  Morris Taylor: Benefiting from Customer Feedback
CHAPTER FIVE
  Anne M. Obarski: Got Trust? Customers Demand It
  And Want MORE Of It!
CHAPTER SIX
  John Jay Daly: The Ten Commandments of Customer Service
CHAPTER SEVEN
  Ron Street: Shopping For A Home Can Be Dangerous For Your Soul
CHAPTER EIGHT
  David Jakielo: You Never Get a Second Chance To Make A First Impression
CHAPTER NINE
  Celeste M. Warner: The Cost of Consumer Silence
CHAPTER TEN
  James R. Dawson & Jennifer M. Dawson:  Customer Service for Call Centers
CHAPTER ELEVEN
  Peter Quinones: Customer Service And The Plane Ride From Hell
CHAPTER TWELVE
  Richard Tyler: A Commitment to   Customer Service Excellence

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Phone Tip:
"Unless we consistently
work toward improving
our phone skills, we may be treating our customers
the same way we don't
like being treated."




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