Customer Service Skills Knowledge Base and Frequently Asked Questions
Understanding Customers and What Good Customer Service Means To Them
Main Page
• Defusing Hostile Customers Workbook
• Perfect Phrases For Customer Service
•Free customer service tips and techniques and customer service scripts
Customer Service Discussion List
Customer Service Library Online
• Most Recently Added Customer Service Resources
• Most Popular/Viewed Customer Service Resources
No matter what technologies you try to use to help provide good customer service, and no matter what training you provide, or other steps you may take, you don't stand a chance of improving customer service if you don't understand your customers, and customers in general. The reality is there are a lot of misconceptions about what customers want, and what constitutes good customer service. On this page you'll find questions and answers to help you understand customer needs, wants, and perceptions.
- In A Nutshell, What Do Customers Want, and What Is "Good Customer Service" For Them?
- What Are Positive Surprises and What Is There Effect On Customer Service Quality?
- Why Is Consistency, Reliability and Predictability So Important In Customer Service?
- What Is The Escalation Cycle, and How Does It Apply To Angry Customers?
Robert Bacal is the author of two books on customer service: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation, and Defusing Hostile Customers Workbook. Most of the questions and answers in the Customer Service Knowledgebase (which you are reading now) is based on the material in these books.