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Detailed Book Information
The Customer Service Companion
Yes! Press, 1996
Book Description: The Customer Service Companion
Section One, The Essentials of Service, features 50 brief essays which
combine quick inspiration and practical how to tips. Each
short article is accompanied by an original quotation which reinforces
the major idea. The
essays, written in a fresh, approachable, easy to read style, emphasize
the skills, qualities, and behaviors necessary for excellent service and
sales. Topics include attitude, teamwork, conflict resolution, cooperation,
relationship building, communication, body language, first impressions,
and personal energy management, plus tips for conveying consistent friendliness
Section Two, titled 101 Quick Reminders on Customer Service, features
memorable ideas, one-liners, quick thoughts, practical tips, and positive
reminders on how to maintain a professional attitude and customer focus.
A quick review of this section can serve as an instant cue to relax, refresh,
Section Three, Service Skills in Action, offers a meaty composite of
stress management and communication strategies, service practices, doable
tips, and effective techniques for defusing volatile situations, plus
practical service assignments so work teams can assess and
improve their service delivery systems.
And thats not all. If you like The Customer Service Companion,
youll love the Study Guide!
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A Personal Note From Leslie About The Customer Service
The Customer Service Companion, subtitled The essential handbook
for those who serve others was my second book and most of the stories
and concepts in the Companion originated in my customer service seminars.
I wrote this book for those special people who work closely with the public
in a service or sales capacity day after day. The content emphasizes both
external service (working with customers) and internal service (attitude,
teamwork, and cooperation with ones coworkers and supervisor).
I think of The Customer Service Companion as a personal field guide
to service, though it offers many tips for the sales function too.
Its small size, design , and brevity make it the kind of personal possession
will keep on their desk as a handy resource for ongoing support, information,
encouragement, and inspiration. Its a welcome refresher in the midst
of a stressful day.
Appropriate audiences for The Customer Service Companion include service
personnel and service managers in private and public sector, small business
owners, and clients of placement agencies. This book is ideal for anyone
who works with customers fact to face or on the phone. Its a great
addition to the break room: why have employees idly thumbing through old
magazines when they could engage in a quick service refresher while on
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Author Endorsements of The Customer Service Companion
Finally! A customer service book especially for those who meet
customers every day. C. Leslie Charles brings fun, honor and joy to serving
T. Scott Gross, author of Positively Outrageous Service
Companion, guardian angel help when you need it most
The Customer Service Companion is also a friend! Read it; use it every
day. your spirits will be lifted by keeping it close by.
Holly Stiel, author of Thank You Very Much and Neon Signs of Service
The Customer Service Companion is a handbook of beautifully written
reminders that will help anyone in business stay focused on the most important
asset of their business the customer.
Michael LeBoeuf, Ph. D., author of How to Win Customers and Keep
Them for Life and The Millionaire in You
Service is critical, whether on the phone or in person. The Customer
Service Companion not only reminds us what to do, how to to it, and why
it also highlights the personal payoffs for doing so.
George Walther, author of Phone Power
Client Endorsement of The Customer Service Companion
Dear Leslie: As I am preparing to lead the Customer Service module
of our training program called Professional Development Program (PDP)
my fingers leaf through the pages of your book...worn out pages I might
discovered that the messages we have been sharing for about eight years
are of even more concern today because of the economy and business climate.
My thoughts and feelings have been stirred by simple lessons in your book!
I will be sharing some of those today and next week and as long as I am
able because your book makes so much sense.
Every newly hired person is presented with their own copy of both The
Customer Service Companion and its Study Guide with the expectation that
it will be used in the monthly department meetings. We also use the lessons
in our weekly managers meeting on Tuesday in Clare and Wednesday in Gaylord
and as mentioned in our Professional Development Program. We talk constantly
about not just delivering good Customer Service but providing GREAT service!
It is not always the easiest service to provide but your book and its
have helped greatly.
Yours in Service,
Tom Alpin, Human Resources Manager
Jays Sporting Goods
Other organizations that have purchased The Customer Service Companion
in quantity include Princess Hotels, Pak Mail, Riviera Country Club, State
Farm Insurance, Ameritech, Lansing Board of Water & Light, Jackson
National Life Insurance, Roundtable Pizza, Old Ranch Country Club, and
Accident Fund Company.
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Table of Contents
- Section One: the Essentials of Service
- Customer Service: You Know The Secret
- The Is Have It
- Attitude Equals Service
- Service: Whats in It for You
- People First, Paper Second
- Who Cares?
- Fake It Till You Make It
- An Ounce of Prevention
- Special Delivery
- Service Works Inside and Out
- A Matter of Time
- Forcing a Smile
- Taking Your Work Home
- No Problem
- The Tip of the Iceberg
- Declaration of Independence
- Full Service
- When Being Right is the Wrong Move
- Counting What Really Counts
- A Matter of Choice
- Acceptance or Approval?
- Whats in a Name?
- About Face
- Making Sense of Humor
- What Did You Expect?
- A Telling Subject
- For Rent
- A Place for Everything
- Sales is Service, Service is Sales
- All Clear
- First Impressions Last
- The Hidden Me
- Mirror, Mirror, on the Wall
- Letting Go of No
- Staying in Touch
- Hold That Line
- Taking Things into Account
- No Bad News
- A Matter of Style
- An Inside Job
- You Serve When You Sell
- The Power of Choice
- Minimum Wage
- Send Me the Tough Ones
- Spreading the Word
- Quick Fix
- Alls Well That Ends Well
- Can You Spare Some Change?
- Turnabout is Fair Play
- A Lasting Thought
- Section Two: Quick Reminders on Customer Service
- 101 quotations on service, attitude, and people skills
- Section Three: Service Skills in Action
- The Charles Law of Opposites
- Self-Talk: Handling the Stress of Service
- Seven Benefits of a Smile
- Physical Energizers: Reducing Your Work Stress
- Mental Energizers: Enhancing Your Attitude
- Understanding the Nature of Human Nature
- Beware: No Zone Alert
- When You Must Say No
- When the Customer is Wrong
- Dealing With Feelings
- Words That Reflect a Service Attitude
- These Are Not Questions
- Dealing With Upset People Without Getting Upset
- One Dozen Ways to Communicate Quality Service
- When Youre on the Phone, Youre on the Line
- More Telephone Tips
- How to L.I.S.T.E.N. to Upset Customers
- Good P.R. Means Personal Responsibility
- A Quick Service Assessment
- Service Assignments
- Have You H.U.G.G.E.D. a Customer Today?
- The 4R Method for Fast Recovery
- The Customer Service Alphabet: as Simple as A-B-C