Customer Service, Aiming for Excellence is a fast-paced, humourous
and fresh approach to Customer Service that will benefit both first
time employees and seasoned professionals as well. This
easy-to-read, 'one sitting', book tells you how to handle different
customers instead of just why you need to. The fun and insights are
inescapable and 'it provides the tools to deal with difficult
situations with confidence and a greater understanding of the
underlying motives behind behavior'.
Customer Service, Aiming for Excellence introduces the concept of
"Linked Pairs," the relationships between the situations/conditions
that cause a problem and the generally appropriate techniques that
aid in solving it.
Aiming for Excellence also teaches you to identify the 5 customer
types and how best to handle them based on their personality.
The book also discusses Opportunities for Excellence, Everyday
Extraordinary Service and Professionalism. If you have already read
a book on customer service, have some fun and add this one to your
list. If you read only one book on customer service make this one
it!
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