Welcome to Customer Service - Jokers & Kings! This book is based on real life case studies and customer service experiences.
It provides a startling insight into some of the good, bad and sometimes-bizarre behavioural patterns of those people employed to serve the customers of the organisations they work for.
Throughout the book we identify service levels and talk about what separates the Jokers from the Kings, and how to go about achieving the goal of providing customers with service levels that exceed their expectations.
If you succeed in doing this, then you are always likely to retain that customer, securing repeat business and also future referrals thanks to the quality of the service you've provided.
So if you?d like to: Pinpoint what separates the winners from the losers when it comes to customer service. *Define how to bring customers in, and, more importantly, keep them! *Uncover the path to outstanding customer service. Then this is the book for you! Discover: 1. How you can become a Service King and look at ten key tips to help get you started: 2.
Be Aware of The Ice Maidens. We'll talk about some authentic case studies. ?Ice Maidens? exist in most companies, both large and small. They consistently behave in a way that drives customers away, risking the entire organisation in the process.
There's a very important formula in business, which underpins how valuable the customer really is: No Customers = No Sales; No Sales = No Revenue; No Revenue = No Profit; No Profit = No Business; No Business = No Customers; No Customers = No Jobs! 3. We'll also study first impressions ? after all you only get one chance to make a good one!
Corporate uniforms, national brands, building refurbishment, and refits designed to create a good impression count for nothing if the people you employ to serve your customers destroy trust and discourage customers from ever using your service again. 4. A key factor in any service environment is the attitude of the person delivering the service.
Positive or negative -What's yours? There's a great quotation, which I constantly use to illustrate my point about attitude: ?Give me a person with average ability but with an enormous desire to succeed and I will make him a winner every time.?
This is so true in every walk of life and separates the winners from the losers. 5. And finally we'll reflect on why being happy is so important - seeking happiness with a well-balanced life.
Happy people are productive people - customers like dealing with happy, productive people?
Potential happiness is sometimes so close that we don't see it for what it is.
The following story is a wonderful example about the simple things in life and makes you re-evaluate what's important to you!
Ask the Mexican Boatman? The book reveals all! So buy the book enjoy what you read, and ask yourself some serious questions along the way.
At the end of the book, if you're completely honest with yourself, you will know whether you and your organisation are service jokers or service kings. Indeed, if it is the former, it will become clear as to what you will need to do to make the all important transition from where you are currently into the world of the respected service kings!
