REN'E EVENSON is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.

• Acknowledgments vii Introduction 1 Tips for the Trainer 5 Tips for the Student 13 PART I: PUTTING YOUR BEST FACE FORWARD Chapter 1 Your First Steps Can Make a Huge Stride: The Basics 19 Customer Service Is the Basics 20 Step 1: First Impressions Matter 23 Step 2: Courtesy Counts 26 Step 3: Attitude Is Everything 29 Step 4: Doing the Right Thing: Ethical Issues 32 Key Points 37, Practice Lesson 38, Doing It Right! 39, How Do I Measure Up? 40 Chapter 2 Tossing the Ball Back and Forth: Effective Communication 41 Customer Service Is Effective Communication 42 Step 1: Say What You Mean and Mean What You Say 46 Step 2: Enhance Your Messages with Nonverbal Techniques 49 Step 3: Putting Words Together: Grammar Usage 52 Step 4: Ask the Correct Questions and Answer the Questions Correctly 55 Step 5: Overcome the Big No 59 Step 6: Listen Attentively 62 Key Points 67, Practice Lesson 68, Doing It Right! 69, How Do I Measure Up? 70 Chapter 3 Jumping In with Both Feet: Relationship Building 72 Customer Service Is Building Relationships 73 Step 1: Establish Rapport 77 Step 2: Interact Positively with Customers 81 Step 3: Identify Customers' Needs 83 Step 4: Make Each Customer Feel Valued 85 Step 5: Maintain Ongoing Relationships 87 Step 6: Understand Various Types of Customers 89 Key Points 96, Practice Lesson 97, Doing It Right! 99, How Do I Measure Up? 100 PART II: PUTTING YOUR CUSTOMERS FIRST Chapter 4 Seeing Eye to Eye: Face-to-Face Contacts 103 Customer Service Is Face-to-Face Contacts 104 Step 1: Welcome Your Customers 108 Step 2: Find the Best Solutions 111 Step 3: Show Appreciation 113 Key Points 117, Practice Lesson 118, Doing It Right! 119, How Do I Measure Up? 120 Chapter 5 Saying It with a Smile: Telephone Contacts 122 Customer Service Is Telephone Contacts 123 Step 1: Welcome Your Customers 127 Step 2: Find the Best Solutions 128 Step 3: Show Appreciation 132 Key Points 136, Practice Lesson 137, Doing It Right! 138, How Do I Measure Up? 140 Chapter 6 Keeping Up with the Times: Online and Social Media Customer Service 141 Customer Service Is Online and Social Media Contacts 142 Step 1: Welcome Your Customers 147 Step 2: Find the Best Solutions 150 Step 3: Show Appreciation 154 Key Points 159, Practice Lesson 160, Doing It Right! 161, How Do I Measure Up? 162 Chapter 7 Giving When Getting Is Not Expected: Self-Service Contacts 164 Customer Service Is Self-Service Contacts 165 Step 1: Welcome Your Customers 168 Step 2: Find the Best Solutions 170 Step 3: Show Appreciation 173 Key Points 177, Practice Lesson 178, Doing It Right! 179, How Do I Measure Up? 181 Chapter 8 Calming the Storm: Customer Complaint Contacts 182 Customer Service Is Customer Complaint Contacts 183 Step 1: Understand the Complaint 187 Step 2: Identify the Cause 190 Step 3: Solve the Problem 193 Step 4: Restore the Relationship 197 Step 5: Fix What Needs to Be Fixed 198 Key Points 202, Practice Lesson 203, Doing It Right! 206, How Do I Measure Up? 208 PART I I I: PUTTING IT ALL TOGETHER Chapter 9 Hitting the Ground Running: Ready, Set, Go 211 Customer Service Is Being Ready and Set to Go 212 Your Customer Service Training Quick Reference 215 10 Being the Best You Can Be: The Total Package 217 Customer Service Is Being the Best You Can Be Every Day 217 Always Be Your Best! 220 Index 221