Who We Are and What We Do

Who Are Customers?

What Is Customer Service?

Who Are Customer Service Providers?

Establishing Your Attitude

Appearance Counts!

The Power of a Smile

Staying Energized

Staying Positive

Identifying and Addressing Customer Needs

Understanding the Customer’s Situation

Staying Outside the Box

Meeting Basic Needs

Going the Extra Mile

Generating Return Business

Following Up

Addressing Complaints

Turning Difficult Customers Around

In-Person Customer Service

Dealing With At-Your-Desk Requests

The Advantages and Disadvantages of In-Person Customer Service

Using Body Language to Your Advantage

Giving Customer Service over the Phone

The Advantages and Disadvantages of Telephone Communication

Telephone Etiquette

Tips and Tricks

Providing Electronic Customer Service

The Advantages and Disadvantages of Electronic Communication

Understanding Netiquette

Tips and Tricks

Eliminate Electronic Ping Pong

Recovering Difficult Customers

De-Escalating Anger

Establishing Common Ground

Setting Your Limits

Managing Your Own Emotions

Understanding When to Escalate

Dealing with Vulgarity

Coping with Insults

Dealing with Legal and Physical Threats

Ten Things You Can Do to WOW Customers Every Time

Ten Tips