btn_amazon

barnes-and-noble-button    indiebound_button

All Books

Customer Service In An Instant

60 Ways To Win Customers and Keep Them Coming Back

Customer Service In An Instant is the equivalent to the The One Minute Manager. It is chock full of practical, easy to follow suggestions that can be applied immediately to produce results.

Michelle Blieberg

Global Learning Officer , UBS Investment Bank

As most corporate giants and small businesses alike have realized, service – both on line and off – is a critical concern for surviving and thriving in today’s fast paced, quick changing and high tech environment. One study shows that it costs six times more to gain a new customer, then to retain a current one.

Customer Service In An Instant will help you learn how to create and project a winning service attitude in the often stress-filled environment of work; discover powerful actions you can take to increase customer loyalty and retention, and apply time-tested techniques for dealing with difficult customers and co-workers.

Filled with real world, practical advice gathered from Fortune 500 companies, small businesses and entrepreneurs around the world, Customer Service In An Instant is a must read for any front-line manager or employee whose job involves frequent contact with external or internal customers by telephone, email or face-to-face. The book will provide you with the essential skills you need to create the kind of service partnerships that lead to both satisfied customers and staff including:

  • Use technology to create customer closeness
  • Bounce back from service breakdowns
  • Win loyalty points by taking service initiative
  • Discover the power of pacing
  • Understand customer’s core concerns
  • Learn the most powerful two sentences in customer service
  • Master the four core customer styles
  • Learn to ‘say no’ with service
  • Win over difficult customers
  • Cut problem solving time in half
  • Shift from stress talk to smart talk