Developing Customer Service Skills For 30+ Years
Perfect Phrases For Customer Service includes sixty tough customer service situations, and how to deal with them. It uses a series of dialogues, and explanations to show you what to do, and when. This is a sample. When You Are Late or Know You Will Be Late THE…
Overview: Perfect Phrases For Customer Service By Robert Bacal (McGraw-Hill) Learn about an innovative and unique way to learn to improve your customer service skills and those of your colleagues and managers. This is the second edition released in 2010, and it’s even better than the original….
Defusing Hostile Customers Workbook Table of Contents Thank you for your interest in the Defusing Hostile Customers Workbook (3rd Edition, 2010) A Self-Instructional Workbook For Public Sector Employees. To help you decide if this book suits your needs, below is a full listing of the…
The Nature of Hostile, & Abusive Behavior Part 2/4 In this chapter, from Defusing Hostile Customers Workbook, we introduce some important definitions, and explain when and how people learn to be verbally aggressive. We also discuss the needs of angry people, and the rules of the abuse game….
Perfect Phrases For Customer Service Table of Contents Due for release in late 2004, Perfect Phrases For Customer Service (McGraw-Hill) is a unique and simple method to learn how to deal with standard and difficult customer service situations. For your information, we have compiled a Table of Contents for…
Customer empowerment comes ONLY from coordinated unified efforts, which is way it just “ain’t happening”. Where Do You See Customer Service Going This Year (Customer Empowerment) Q: There’s been so much talk about how social media is changing customer service, and in particular a number…
The Three Different Worlds of Customer Service Perceptions – The Twain Shall Never Meet – Never Ending Customer Service Interview Q: When I read online accounts of both poor and good customer service, I’m amazed at the diversity of views. It’s almost like people come…
Customer service IS broken and it’s in the interests of companies to keep it broken! Is Customer Service Broken? Q: Robert, do you feel that customer service, generally speaking, is broken? Robert: That may not be the best question to ask, since it’s kind of…
Government customer service shouldn’t be like that in the private sector, unless you want higher taxes. Will taxpayers be willing to pay more to get better service from government? Q: In our previous interview on Obama’s new customer service initiative, you were rather pessimistic about…
Governments should NOT pretend that the citizenry is their customer base. The Challenges Government Faces in Delivering Customer Service Q: Recently, you participated in an online chat on how governments can improve customer service to citizenry. First question, is customer service an impossibility where government…
