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Customer Service Skills:Robert is the author of two books on customer service skills and techniques, and shares his huge database of learning resources on customer service. Also includes access to free book excerpts, discussion list, and the support area for Perfect Phrases For Customer Service
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Customer Service Skills
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Customer Service: Understanding Customer Service
If you know anyone with a reputation for providing excellent customer service, you know that they are also experts at handling difficult customers or dissatisfied customers. There is much to learn about handling those tough customers who are not always right, but need to be treated respectfully in any situation.
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Gathering Customer Satisfaction Data Every Staff Member A Researcher
Many organizations announce that their employees are their most valuable resources. While this phrase has lost its meaning in many organization, nowhere is it more appropriate than when discussing the gathering of information about client satisfaction levels. While surveys, response cards and the like can play important roles in data gathering, it is the staff that interact with clients every single day who have the best opportunities to gather data, and make sense of it so that service quality can be improved. We are going to take a look at how you might go about using your staff resources for this purpose.
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Customer Service - General Topics
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 also included and over 100 articles.
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Workplace Violence - Learn From Customer Service Experts
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.
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