Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines

In this Book

• Be Your Customer’s Hero
• Introduction
• Before We Get Started
• The Customer Is Always __________
• Winning Is Not a Customer Service Goal
• Do You Know Your Mental Rules?
• Be Proud, and Then Swallow Your Pride
• Keep Your Cool When the Ball Comes at You
• Are You Renting Customers Space in Your Head?
• It’s True: Your Attitude Does Determine Your Altitude
• Customers Have Mental Rules Too
• What’s In It for Me?
• All Customers Are Irrational
• Everyone Is Rushed, Everyone Is Stressed
• You Don’t Know Your Customer’s Story
• Everyone’s Been Burned Before
• Introducing the Seven Service Triggers
• Service Trigger #1: Being Ignored
• Service Trigger #2: Being Abandoned
• Avoiding Service Triggers #1 and #2
• Service Trigger #3: Being Hassled
• Service Trigger #4: Being Faced with Incompetence
• Service Trigger #5: Being Shuffled
• Service Trigger #6: Being Powerless
• Service Trigger #7: Being Disrespected
• Why Teamwork Matters
• Rise Above, Don’t Stoop Down
• “It’s Showtime”
• The Clothes Make the Rep
• Always Be Professional
• Set the Next Shift Up for Success
• Five Reasons Customer Documentation Matters
• Document Quickly and Effectively
• When to Help a Teammate with a Customer
• Make That First Impression Count
• How Are You Today?
• How to Handle “I’m Just Browsing”
• Don’t Be a Helicopter Rep
• Can You Remember One Thing?
• The Name Game Is No Game
• Judge Not, Lest Ye Miss an Opportunity
• Become the Customer’s Personal Detective
• Never Talk Badly About Customers with Customers
• WOW Customers in the Blink of an Eye
• Customer Service Lessons Grandma Taught You
• Give Your Customers Your Undivided Attention
• Is Your Body Language Saying the Right Things?
• Smile When You Dial
• The Phone Is Different, and the Same
• Use BRWY Communication
• Want to Help Your Customers? Shut Up
• Ask Questions, Lots of Questions
• Jargon Is a Wall Between You and the Customer
• 10 Power Words You Must Use
• Assure Accountability
• Always Get Buy-In for Your Response Times
• Don’t Make Promises You Can’t Keep
• The Art of the Pivot
• Complaints Should Come with Bows on Them
• Listening Is a Start, Understanding Is the Goal
• CATER to Your Customers with This Service Process
• Focus on What You Can Do, Not on What You Can’t
• Making It Right Is More Important Than Being Right
• Let Upset Customers Punch Themselves Out
• What to Do When the Customer Won’t Stop Talking
• The Art of Framing
• Sales Techniques That Help Close the Deal
• Use Your Authority
• Don’t Blame the Policy for the Problem
• Fine Print Isn’t Always So Fine for Customers
• Handling Customer Service “Experts”
• When a Complaint Is a Scam
• Applying What You Know When the Heat Is On
• There’s No Silver Bullet for a Hand Grenade
• 13 Go-To Tactics for Defusing Angry Customers
• How to Draw the Line with a Customer
• How to Handle Customer Threats
• What to Do When a Customer with an Audience Goes Crazy
• The Channel Impacts the Message
• Privacy and Security Are the New Triggers
• Good Email Is an Art
• The Social Customer Is Here to Stay
• What Really Makes a Hero-Class Customer Experience?
• Adopt the Mindset of a Hero
• Be Your Customer’s Hero
• Putting What You’ve Learned into Practice