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Customer Service: 5 Things Customers Want and Need…and How to Deliver Them

Peggy Morrow

Delivering outstanding customer service in your organization is not an option…it is a survival skill for every business. Whether your customers are external or internal--you--your co-workers, and your company will benefit from this book.

This book contains an easy-to-implement strategy for delivering the customer service behaviors that all customers want and need. Readers will relate to the author’s stories and examples and will be able to readily adapt her tips, techniques, and exercises to their own situation.

Reading and implementing the information in this book will result in

• An elevation of the service you deliver to a higher level.

• Improved sales of your products or services. Research shows that customers will customers will buy more when they have received excellent customer service.

• Less stress in your job because you can deliver a superior level of service that will make your customer more cooperative and easier to deal with.

• Better internal customer service relations and improved levels of service with your customers and your co-workers.

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Dealing With Difficult, Demanding Customers

By Peggy Morrow

Does your job require you to deal with difficult customers? The ability to do so in a positive manner and to avoid taking it personally are keys to success in customer service. Yet it is not easy to do when you have a screaming, yelling customer on the line or standing in front of you. This program will give you the techniques to handle those difficult customers and to stay sane throughout the process. You will learn techniques to reduce the stress of dealing with impossible, demanding customers including:

• The primary reasons customers get upset
• What you can learn from difficult, unhappy customers
• How to avoid the "caveman" response
• A four step "complaint defense" process
• How to avoid "firestarter" phrases that make your customers even more difficult
• Dealing with “extreme customers”
• How to say "no" tactfully

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