AWARD-WINNING CUSTOMER SERVICE: 101 WAYS TO GUARANTEE GREAT PERFORMANCE

Book ID/图书代码： 00431007B11188

English Summary/英文概要： Fast answers for busy readers responsible for ensuring great customer service.
Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed.
Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer service. The book is chock full of practical advice on important topics such as: planning and goal setting; effective communication; leadership; preparing for change; continual learning; coaching and development; effective feedback; motivational and problem-solving meetings; conflict resolution; follow-up and staying on top of the game; and more.
Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.

Chinese Summary/中文概要： 提供好的服務最重要的關鍵是保持高獲利、讓客戶備感尊榮使其回流。如果沒有優秀的客服部門，解決客人的問題，有可能對公司的聲譽有著極大的影響。
本書提供最好的建議，改善客服品質。(CL)

Awards/获奖情况：New Jersey CPA Magazine---“...the book is more than just an anthology of conventional tips about listening, winwin solutions and attitude adjustments; it is a strategy for getting your team to perform. The book’s user-friendly format also makes it stand above other customer service reference books…Evenson peppers the book with quotes from actors to inspire performance, but it’s her plan that will really get you and your team to perform. Four Stars -- Instant Classic”
CRM Magazine---“Packed to the brim with quick tips, tools, and advice for problem-solving, the book offers instant answers on important topics.”

About the Author/作者介绍： Renee Evenson (St. Simons Island, GA) has worked in the customer service management field for 25 years, including 15 years as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development. She is the author of Customer Service Training 101.
Renee Evenson在客服管理超過25年的經驗，其中的15年在美國南方貝爾企業服務。作者訓練員工提供最好的客戶服務。

Format:TRADE PAPERBACK

Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE(到期可授)

Complex/Traditional Chinese/繁体中文：AVAILABLE

Sales in other countries/其他国家销售情况：

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