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Making a Difference Through Customer Service

5-1/2" x 8-1/2", softcover, 8 pages, 10 copies per pack, PLUS 10 Glancers, $29.95. Companion poster, 22" x 34", $24.95. Table of Contents Sample Section Glancers Posters Order Now

Do your reps understand the important role they play in your customer’s and your company’s success?

It’s an important message and one, which is often overlooked in the busy service department.

But helping reps understand the value of their contribution is one of the most effective ways to improve morale, boost teamwork, and enhance professionalism. And that’s just what Making a Difference Through Customer Service aims to do.

In five detailed sections, the guide explains the importance of customer service to every organization. It describes the basic expectations that all customers have. And it discusses the steps every rep can take to better serve their customers and their company.

The Customer’s Bill of Rights

Key messages in the guide are also summarized in “The Customer’s Bill of Rights.” This important document introduces 10 basic rights that all customers have and that all reps must meet.

To keep these inspiring rights in clear sight at all times, “The Customer’s Bill of Rights” is colorfully reproduced in a glancer and poster.

Booklets and glancers for each rep

Just peel and stick the colorful glancers to computer monitors or dividers and reps will have a handy reminder of the important lessons learned in the Guide. Reps will “glance” at “The Customer’s Bill of Rights” throughout the day and always keep the customer’s needs in mind.

Making a Difference Through Customer Service is provided in packages of 10. You’ll have copies of the booklet and a glancer for each of your reps so that everyone benefits from their powerful message.

Enhance the message with
colorful posters

The full text of “The Customer’s Bill of Rights” has also been colorfully reproduced in a 22" x 34" poster suitable for display throughout the service center. Your posters will be shipped in protective tubes to ensure that they arrive in perfect condition.

These contemporary posters graphically highlight each right, drawing the viewer in to read more and understand more.

Sample the guide right now

To learn more about Making a Difference Through Customer Service, you may read a sample section, Understanding and meeting customers’ expectations. You’ll see just how much motivational, skill-building information is packed into a brief page of this practical guide.

Table of Contents

1. The big picture: Customer service matters

2. How service contributes to a company’s success

    - Setting your company apart

    - Building positive word-of-mouth and referrals

    - Increasing customer value

    - Increasing customer retention

3. Understanding and meeting customers’ expectations

    - Concern

    - Appreciation

    - Integrity

    - Respect

    - Efficiency

4. Practical ways to support your organization’s service mission

    - Look for ways to improve products and processes

    - Turn complaints into opportunities

    - Be a positive force in your service center

    - Share your knowledge

    - Work well with internal customers

    - Upsell and cross-sell

5. The Customer’s Bill of Rights

    - Courteous treatment

    - Fast accurate information

    - Expectations met

    - Right to complain

    - Knowledge, resourcefulness, concern

    - Follow-through

    - Benefits of teamwork

    - Care, accuracy, and attention to detail

    - Appreciation

Your Guarantee of Satisfaction

Making a Difference Through Customer Service is guaranteed. We want you and your reps to put this valuable resource to work in your department. Then, if you are not 100% satisfied, you may return your guide, glancers and posters within 30 days for a full refund.

About the Publisher

Making a Difference Through Customer Service is published by the Customer Service Group.

The Customer Service Group provides management and training materials for customer service executives, managers and representatives through its newsletters: The Customer Communicator and Customer Service Newsletter — plus books and support materials for Customer Service Week.

 

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