Details
Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest, according to Micah Solomon. Customer service can also refer to the culture of the organization – the priority the organization assigns to customer service relative to other components, such as product innovation or low price. In this sense, an organization that values good customer service may spend more money in training employees than average organization, or proactively interview customers for feedback.
Outline
Key Learning Points:
- Chapter 1: What is your motivation?
- Chapter 2: Where do you begin?
- Chapter 3: What on Earth are you going to say?
- Chapter 4: It’s time to write… now!
- Chapter 5: The power of story telling
- Chapter 6: Using humor
- Chapter 7: What’s the point of PowerPoint?
- Chapter 8: Other visual aids
- Chapter 9: Rehearsal
- Chapter 10: Finding your voice
- Chapter 11: Openings
- Chapter 12: Endings
- Chapter 13: Handling your nerves
- Chapter 14: Handling your audience
- Chapter 15: Question and answer sessions
- Chapter 16: Getting ready – some practical aspects
- Chapter 17: As the moment approaches
- Chapter 18: Progress report
- Chapter 19: What next?
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