http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
a 31-day plan to improve client relations, lock in new customers, and keep the best ones coming back for more
"Are you worried that your customers are trying to survive tough times by seeking better deals from your competitors? Are you having an even tougher time finding new customers for your product or service? Superstar Customer Service follows Superstar Leadership and Superstar Sales, three titles aimed straight at achieving the highest levels of performance in these three essential areas. Customer service may be one of the most demanding and difficult jobs you'll ever have ... but it has the potential to make you a Superstar! Develop your skills, manage yourself, master your ability to address the relationship problems experienced by your company, and you can go anywhere you want to go! Job satisfaction, success, and personal accomplishment are all within your grasp! This book is organized as a month-long journey of improvement and discovery. Each chapter is a daily lesson with a core concept, skill-development idea, and resources to support your practice and application of the lesson. Superstar Customer Service will help you distinguish yourself as someone who can get things done. It may very well help you forge a new pathway in your career that is far beyond anything you previously imagined!"--
"Develop your skills, manage yourself, master your ability to address the relationship problems experienced by your company, and you can go anywhere you want to go! Job satisfaction, success, and personal accomplishment are all within your grasp! This book is organized as a month-long journey of improvement and discovery. Each chapter is a daily lesson with a core concept, skill-development idea, and resources to support your practice and application of the lesson. Superstar Customer Service will help you distinguish yourself as someone who can get things done. It may very well help you forge a new pathway in your career that is far beyond anything you previously imagined!"--
Title Page -- Copyright -- Contents -- Introduction -- Beginnings Are Prophetic -- Whatâ€?s My Job? Whatâ€?s Expected of Me? Why Am I Important? -- How Serious Should I Be About This Work, Anyway? -- What Does It Mean to Manage Myself? -- To What Standards Should I Try to Rise? -- The Difference Between Good Service and Superstar Service -- How Do I Currently Stack Up? -- What Do I Need to Improve and Why? -- It All Begins With a Problem -- What Would L.L. Bean Do? -- You Canâ€?t Treat Me Like That!
What You Should Expect From Your Boss, and What to Do When Your Boss Doesnâ€?t Do What You ExpectBegin With the Highest Form of Courtesy -- You Are Going to Have to â€œGotta Wannaâ€? Lead Yourself to Success -- Problem-Solving Your Way Through the Forest -- Time Management -- Etiquette on the Phone, in Electronic Communications, and Face-to-Face -- How to Deal With That *ss***e -- How to Say NO! Hell No! (Nicely?) -- How to Handle Complaints -- How Superstar Customer Service and Superstar Sales Go Together -- Working With the Numbers
Surveys, Mystery Shop, Complaints, and Written NotesYou Are Going to Hear About It, So You May as Well Make It Work for You, Not Against You -- Follow-Up Strategies and Going the Extra Mile -- What to Do When Things Go Wrong -- How to Impress Your Boss -- How Do I Avoid Getting Stuck in a Rut? -- Why We Need to Do More Than Just What It Takes to â€œGet Byâ€? -- Can Providing Good Service Take Me Anywhere? -- Customer Service Slip-Ups: What to Do When It Isnâ€?t Working -- Afterword: Action-Planning and Goal-Setting for Superstar Success -- Chapter Notes -- Index
Includes bibliographical references and index.