On the front lines of customer service, every day presents new and
unexpected challenges--and even the most dedicated employees can be
caught unprepared. They need confidence. They need training. They need
help.
Be Your Customer's Hero answers the call. The book
provides customer-facing professionals with short, simple, actionable
advice designed to transform them into heroes in the eyes of the
customers they serve. Quick chapters show readers how to:
* Achieve the mindset required for Hero-ClassTM service
* Understand the customer's expectations--and exceed them
* Develop powerful communication skills
* Avoid the seven triggers guaranteed to set customers off
* Handle difficult and even irrational customers with ease
* Become an indispensable part of any frontline team
Armed with the tools and techniques in this book, readers will start
each workday knowing they can conquer whatever problem comes their way.