Faced with the challenge of developing effective customer service training? Not sure where to start? Whether you are a novice at the customer service game or an experienced facilitator, this book will make the development process fun and a whole lot easier. How to Get Customers Swearing by You, Not at You is an invaluable source of customer service material, tips and ideas all geared toward keeping the customers you worked so hard to get. The book is highly readable, the suggestions are easily adapted and the information is serious, yet presented in a lighthearted manner. Step by step, the Telephone Doctor walks you through the process of creating a formal customer service training program: Analysis: Find out what your customers like and don t like Design: Decide what topics you ll teach your employees so they know what they need to do to provide the service customers want Delivery: Determine the best way to convey the information Evaluation: Be sure what you...
