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Making a Difference Through
Customer Service

Booklet and Leader’s Guide

Each pack includes 10 booklets and one leader’s guide. $42.95. Table of Contents Booklet Sample Leader’s Guide Sample Healthcare Edition Order Now

Does your frontline staff understand the important role they play in your customer’s and your company’s success?

It’s an important message and one which is often overlooked in the busy service department. But helping reps understand the value of their contributions is one of the most effective ways to improve morale, boost teamwork, and enhance professionalism.

And that’s just what Making a Difference Through Customer Service does. The guide begins with the four most universal benefits of excellent service: Setting your company apart, building positive word-of-mouth advertising, increasing customer value, and increasing customer retention.

The second section covers seven basic expectations that all customers have and that all frontline staff must strive to meet. Customers want to see: Genuine concern, appreciation, respect, integrity, attention, fairness, and a quick resolution of any issues or concerns.

The third and final section presents seven ways that frontline service staff can make a difference in their organizations. These include: Improving products and processes, turning complaints into opportunities, being a positive force, maintaining energy and enthusiasm, sharing knowledge, working well with internal customers, and upselling and cross-selling.

It is a highly motivational message, backed up with research data, examples and sample phrases to help put these important concepts into action.

Making a Difference Through Customer Service is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful message. To learn more about Making a Difference Through Customer Service, you may read the introduction online. You’ll see how much useful information is packed into a brief half page of this practical guide.

Leader’s Guide

To help you get the most from your training materials, you’ll also receive a copy of the Leader’s Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet with a group training session. Plus techniques to keep the message fresh long after the booklets have been distributed. Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips, and more. To learn more about the Leader’s Guide, you may read the sample section, Supporting your organization’s service mission.

Table of Contents

1. Introduction: Customer service matters

2. Service contributes to every organization’s success

• Setting your company apart
• Building positive word-of-mouth advertising
• Increasing customer value
• Increasing customer retention

3. Understanding and meeting customers’ expectations

• Show genuine concern for customers and their feelings
• Show appreciation
• Show respect for all customers
• Show integrity
• Show attention
• Provide a fair resolution
• Resolve issues on the first call

4. Support your organization’s service mission

• Look for ways to improve products and processes
• Turn complaints into opportunities
• Be a positive force
• Maintain your energy and enthusiasm
• Share your knowledge
• Work well with internal customers
• Upsell and cross-sell

5. Wrapping up

Your Guarantee of Satisfaction

Making a Difference Through Customer Service is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your copies within 30 days for a full refund.

About the Publisher

Making a Difference Through Customer Service is published by the Customer Service Group.

The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.

 

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