Introduction
Build loyalty through happy customers
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1. Serving Your Customers
What is customer service?
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Understanding customer satisfaction
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Empowerment for employees
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The five needs of every customer
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Players and trainers
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Customer attributes
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Cost of losing a customer
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2. Managing Perceptions and Expectations
Barriers to excellent customer service
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The power of perceptions
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Understanding expectations
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Levels of expectations
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Scope of influence
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Reputation management
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Exceeding customer's expectations
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3. Values and Ethics in Customer Service
Keys to credibility
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Importance of values
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Ethics in customer service
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Personal purpose statement
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What do customers want now?
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Conclusion
Taking action for customers
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