|
New Customer Service Resource
Site Created - Site Map
To celebrate the
release of our book, Perfect Phrases For Customer Service
(McGraw-Hill),
we have created a resource center to help people improve customer
service and provide good customer service.
You'll find hundreds
of articles, tips and help about dealing with difficult customers,
handing irate customers, and hundreds of tips and hints. You'll
also find book excerpts that will be helpful including help
from our "Defusing Hostile Customers Workbook"
To help you find
customer service help from our The Customer Service Zone, we
have created a site map to help. All links will open in a new
window so yo don't lose your place here.
Main Sections
Customer Service Article
Library Sections
Anger
Management (40)
Staying calm and in control with difficult clients is essential.
In this section you'll find help with anger management techniques
you can use to help you keep your cool with difficult and
even insulting customers. (Suggested
Books)
Best
Practices In Customer Service (20)
new
Find best practices in customer service, examples of company
successes and how they did it, and related customer service
case studies.
Bullying
and Verbal Abuse (21)
Bullying and verbal abuse at work are disturbing for everyone.
These actions affect the target and the organization in
negative ways. Learn more about bullying, the effects of
verbal abuse, management responsibilities and options, and
get help with dealing with bullies and verbal abuse in your
life. (Books)
CRM
Customer Relationship Management (26)
CRM or customer relationship management means: CRM is an
industry term for software solutions that help enterprise
businesses manage customer relationships in an organized
way. Learn how technology can help improve customer service
and customer contact.
Communication
(74)
Communication skills constitute the major tool for providing
excellent customer service. Hone your customer communication
skills from the resources in this section, which includes
both basic and advanced customer communication skills. (Listening)
(Business
Communication) (Interpersonal
Communication) (Non-Verbal
Communication) (Delivering
Bad News)
Complaint
Handling (26)
new
Things don't always go smoothly and customers complain,
sometimes for good reason, and sometimes for no reason.
Learn how to handle complaints professionally and smoothly
to increase customer loyalty and retention.
Conflict
(40)
Conflicts occur as a result of human interaction, where
people CARE about what they do. Improve your ability to
manage and harness conflict to improve relationships, improve
business productivity, and success. Topics include mediation
and ADR.
Creating
A Customer Service Culture (8)
new
How can companies create a customer service culture internally
that reflects customer service values and principles? Find
out about customer service culture initiatives here.
Customer
Service (97)
new
Excellent customer service is the key to gaining new customers
and customer retention. Learn to create a customer service
oriented organization, even when dealing with difficult,
angry or frustrating clientele. (Suggested
Books)
Customer
Service - Airline Industry (12)
new
Customer service in the airline industry is critical for
the survival of air carriers around the world. Whether you're
interested in airline sales personnel, airline and flight
attendents, or pilots, you'll find information about airline
customer service, and how to improve it here.
Customer
Service - Call Centers (10)
Call centers are often under-staffed and employees are over-worked.
Learn about how to improve customer service within the call
center environments.
Customer
Service - Education Sector (20)
new
We don't usually consider teachers, school principals, and
school trustees to be in the business of customer service
but we should. Parents and children deserve to be treated
as customers. Learn how to deal with parents and tax payers
within a school or educational setting.
Customer
Service - Financial Sector (21)
new
Investor confidence in banking and other financial institutions
comes from offering top quality customer service. Learn
about customer service within the financial sector here.
Customer
Service - Government and Public Sector (13)
new
Government and public sector organizations need to view
customer service differently than for-profit organizations.
Learn the importance of effective customer service in the
public sector from these resources.
|
Customer
Service - Health Sector (14)
new
Doctors, nurses, and those that work in health care settings
(including HMO's) deal with people who are often stressed
and need special care. Learn how customer service applies
to those that work in the health sector, and with people
with health problems.
Customer
Service - Hospitality Industry (10)
There's no industry that DEMANDS customer service more than
the hospitality industry -- hotels, restaurants and related
sectors. Learn how to provide effective customer service
in the hospitality industry.
Customer
Service - Information Technology (22)
new
Most companies have information technology (IT) departments
that are critical to the success of the business. They provide
services primarily to internal customers. Find information
here about how IT and IT employees can improve the service
they provide to customers. Of interest to those involved
in computer hardware, programming and systems analysis.
Customer
Service - Internal Customers (15)
new
Many people deal with customers WITHIN their own companies.
Internal customers are those people and employees who might
use your services and products, who reside in the same company.
For example the computer department, and human resources
department serve internal needs. Learn how important internal
customer service is to success.
Customer
Service - Legal Sector (15)
Lawyers, those in legal offices and those in the court system
often deal with difficult, challenging situations with clientele.
Learn more about providing effective customer service in
legal and court situation.
Customer
Service - Retail Sector (17)
new
Customer expectations in the retail sector require top notch
customer service for companies to remain competitive. Learn
how effective customer service contributes to the bottom
line, and how to provide it.
Customer
Service - Small Business (2)
new
Small businesses live and breathe through providing top
quality customer service, but may not have the huge resources
of corporation. Learn how to leverage customer service to
improve small business.
Difficult
People (28)
new
Difficult people make difficult customers. Learn about what
makes difficult people tick, and methods to deal with them.
(Suggested Books)
E
- Customer Service - Customer Service Via The Internet
(24) new
More and more customer contact occurs through the Internet,
via websites and email. Learn more about how companies are
delivering top quality service through the Internet.
Negotiating
And Negotiation (33)
Negotiation skills are important for workplace success,
for dealing with conflict, for making business deals, and
creating win-win situations. Learn new negotiating skills
and models you can use at work and at home.
Recovering
When Things Go Wrong (13)
new
Perhaps the most important aspect of customer service is
how the customer is handled when things go wrong. How you
recover with a customer is critical to building customer
loyalty and customer retention. Learn how here.
Research
Articles For Customer Service (15)
new
Here, you'll find research findings and results about customer
service techniques, return on investment and related topics.
Research
Methods For Customer Service (6)
new
Understanding your customers is a critical element of providing
customer service. That means communication and data gathering.
Find information and methods about how to gather and make
sense of customer information - satisfaction levels, use
of focus groups, surveys.
Workplace
Violence (38)
There's always a possibility that customer interactions
can "go bad" and escalate to workplace violence. While it
doesn't happen often you should know what to do to handle
and prevent escalation to violence. You'll find general
information on this topic here.
|
|
|
