Serving Your Customers

A Book Packed With Important Information

Customers Are Demanding More

Customers want better service and are not putting up with poor service. They are loyal to businesses that provide good service and disloyal to businesses that provide poor service. More than half the customers surveyed said they had walked out of a store because of poor service. That's a shocking figure that should get the attention of every business. See nine solid reasons that customer service is crucial to the success of every business.

Knowing What Satisfies and Dissatisfies Customers

If you think smiling at customers will solve all your service problems, think again. Serving Your Customers shows four vital services that satisfy customers and three faults that annoy them every time.

Having the Right Service Attitude

Good customer service depends on good attitudes. Too many service problems result from lousy attitudes that undermine the ability to provide good service from the outset. Serving Your Customers explains how to acquire and keep the right attitude for successful customer service. 

Serving Different People

In our diverse society, no business can be successful without providing top level service to every type of person who walks in the door, calls on the phone or e-mails on the Internet. Serving Your Customers shows how to meet the expectations of every customer. 

Giving Customers Services They Expect

Serving Your Customers provides specific guidelines and instructions on how to give each customer the expected and appreciated services. 

Using Business Courtesies

The most common complaints reported on surveys and in focus groups regard failures to be courteous. Serving Your Customers shows exactly how to be courteous to every customer. 

Speaking Clearly

Muddled speech from customer service reps and sales clerks is another common customer complaint. It's a simple problem with an easy fix. Serving Your Customers shows how to correct common speech problems that annoy customers and undermine service. 

Getting Information;

Most service providers need to gather necessary information from customers, but too many of them fail in this obligation. The resulting service problems include shipments of wrong products, shipments to wrong addresses, delayed application approvals, errant dunning letters and so forth. Serving Your Customers explains how to get needed information from every customer. 

Getting Answers Effectively

Asking questions is only half the job. Getting the right information with minimal effort and customer inconvenience is requisite for good service. Serving Your Customers shows how to get the right answers and avoid common information-gathering mistakes. 

Answering Customer Questions

Providing information in response to your customers' questions is vital to customer satisfaction. The number of service providers who fall short in this regard is a real service problem. Serving Your Customers shows how to answer customer questions fully and courteously.

Verifying Information

Information verification ensures satisfied customers by eliminating misunderstandings and errors. Serving Your Customers provides specific guidelines and instructions on how to verify information. 

Referring Problems to Others

Whenever service providers cannot fulfill customer expectations, they need to know where to go for assistance and how to go about it. Serving Your Customers shows how to find help with customer service. 

Serving Challenging and Troublesome Customers

Everyone knows that some customers cause trouble for service providers, but not too many people know how to deal with the challenge. Serving Your Customers shows how this important challenge can be met. 

Service Behaviors to Avoid

While the majority of Serving Your Customers focuses on positive ways to provide outstanding customer service, some behaviors are so bad for customer satisfaction that they must be avoided. 

Get These Skills and More

Use the specific strategies to be sure your customers are satisfied.

Features of the Book

Find Needed Information Quickly and Easily

Serving Your Customers is organized and laid out for your easiest use. One hundred thirty pages of information are divided into relevant chapters, and chapters are organized into easy-to-follow sections. Headings and captions help you find information quickly. It's fully indexed for quick reference.

Clearly Written and Easy to Use

Serving Your Customers is written by professional writers and published by an experienced training enterprise to help you learn by reading and doing. Philosophies and methods used by successful salespeople are explained in straight-forward, easy-to-follow English. Exercises help you apply the concepts and methods for experience and learning.

Peek at the Book:

Table of Contents Foreword Customers Are Demanding More Customers and Service Why Customers Are So Important Why Service Is So Important What Satisfies and Dissatisfies Having the Right Attitude Serving Different People Giving Service Customers Expect Using Business Courtesies Speaking Clearly Getting Information Appropriately Getting Answers Effectively Answering Customer Questions Verifying Information Referring to Others Serving Challenging Customers Serving Troublesome Customers Ending Cordially Service Behaviors to Avoid Index It covers everything, doesn't it?

Sample Text Satisfied customers tell their friends, relatives, neighbors, colleagues and lots of other people about their satisfaction with your products, services and company. In doing so, they are effectively advertising your company at no charge to you. Moreover, their referrals are taken more seriously than any advertisements are. These are reasons that "word of mouth" is called the best advertising — it's very credible and it costs nothing to buy like newspaper, TV and radio advertising. General customer groups include people of all ages, some customer groups have people of certain ages, and nearly every group overlaps others. People of various ages have differing needs, wants and buying habits. They also have different behaviors, manners and communication methods. If you're a young person trying to communicate with a senior, or vice versa, you can attest to some communication difficulties. Don't make the common mistake of thinking you cannot communicate across age groups, because it not only is possible, it is necessary for successful customer service. It's easy to follow, isn't it?

Every Person in Any Customer Service Environment Needs
Serving Your Customers

Bill Stack, President of TopSkills

 A Message From the Authors

We wrote this book because customer service is so important to business and career success. Every business and every service provider should do everything they can to perform at peak levels. In our book, we explain those peak levels and how to perform up there.

About the Authors

Your authors are successful entrepreneurs, sales people, trainers, speakers and writers with more than 30 years of real experience in business, selling and training.

Use Manuals Business People Appreciate

What a Bargain!

All this relevant information in a compact book for easy use at your workplace is only US$19.95 US$15.95 plus nominal shipping and handling. It's a real bargain, isn't it?

Your Satisfaction Is Guaranteed!

We believe so strongly in Serving Your Customers that we guarantee you will be pleased with it. If, however, you are not satisfied with your book for any reason, we will replace it or refund your purchase price. Read details of our standard product guarantee here.

Have Questions? We're glad to help.
(The only way to get the answers you need is to ask us!)

"Great book." –  Russell Walker, Birmingham, Alabama, USA

"This book was recommended by my teacher." – Jeff Lindstrome, Indianapolis, Indiana, USA

"More people where I work need to read this book." – Cathy Goodrich, Fort Worth, Texas, USA

"Easy to follow and remember." – Lisa Mizeck, Trenton, New Jersey, USA