Renée Evensonová čerpá zo svojich viac ako tridsaťročných skúseností v oblasti riadenia zákazníckych služieb, vrátane takmer dvoch desaťročí na pozícii manažérky a školiteľky zákazníckych služieb. Jej práca, ktorá vychádza z poznatkov organizačnej psychológie, sa zameriava na poskytovanie praktických stratégií pre efektívnu komunikáciu a riadenie v rámci zákazníckych služieb. Evensonová sa snaží vybaviť profesionálov nástrojmi, ktoré potrebujú na budovanie silných vzťahov so zákazníkmi a na zlepšenie celkovej zákazníckej skúsenosti prostredníctvom premyslenej a účinnej komunikácie.
Focusing on exceptional customer service is crucial for businesses aiming to maintain profitability and foster customer loyalty. The book explores strategies and practices that companies can adopt to enhance their service delivery, ensuring that customers have a positive experience that encourages repeat business. Through various insights and examples, it emphasizes the significant impact of customer satisfaction on overall success.
Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
Equipped with over seven hundred phrases and scripts, this essential guide focuses on transforming challenging customer interactions into positive experiences. It provides practical strategies for diffusing tension and resolving conflicts, ensuring that both customers and service representatives can walk away satisfied.
Your service team may represent the first, last, or only interaction point between your customers and your company. This book presents proven techniques for creating unforgettable customer experiences. It covers every aspect of face-to-face, phone, Internet, and self-service customer relations.
Over 325 Ready-to-Use Words and Phrases for Working with Challenging Personalities
Addressing the challenges posed by difficult personalities in the workplace is crucial for maintaining a healthy work environment. The book offers strategies to manage and mitigate the negative impact of these individuals, promoting better communication and collaboration among colleagues. By understanding the dynamics of difficult interactions, readers can foster a more productive atmosphere, turning potential conflicts into opportunities for growth and improvement.