The customer-service rep's handbook for communicating across any cultural boundary
Deliver Valuable Service to a New World of Customers
As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here.
Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time'so you can provide the best service for each of your customer's needs and expectations.
Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to:
The age-old customer-service maxim 'the customer is always right' isn't enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service.
|Table of Contents|
Introduction; Chapter 1: Delivering Effective Customer Service in a Diverse World; Chapter 2: Identifying and Dealing with Consumer Behavior; Chapter 3: Creating a Professional Service Image; Chapter 4: Improving Interpersonal Communication Skills; Chapter 5: Tapping Non-Verbal Communication Skills for Success; Chapter 6: Really Listening to What the Customer is Saying; Chapter 7: Managing Your Time to your Advantage; Chapter 8: Reducing Stress on the Job; Chapter 9: Addressing Service Breakdowns; Chapter 10: The Role of Technology in Closing the Global Service Gap; Appendixes; Resources