Chapter 12 Customer Service Training Handbook
DOI: 10.23912/9781915097132-5070 | ISBN: 9781915097132 |
Published: March 2022 | Component type: chapter |
Published in: Customer Service for Hospitality and Tourism 3rd edn | Parent DOI: 10.23912/9781915097132-5067 |
Abstract
1: What is good customer service?
2: Why do some companies deliver good customer service?
3: What is your potential for delivering great service?
3: What is your potential for delivering great service?
4: The WIIFMs of service
5: The five dimensions of service quality
6: Importance of teamwork
7: Implications of face-to-face customer service
8: First impressions
9: Building rapport with customers
10: Re-wording in customer service
11: Customer perceptions
12: How are your phone usage skills and attitudes?
13: Being alert when serving customers – listening skills
14: Pet peeves in customer service
15: Dealing with customers from hell
16: Handling customers & strategies
17: What are your feelings about dealing with difficult customers?
18: The law of the garbage truck
19: How motivating a manager would you be?
20: Observing customer service behavior
21: Role of the Internet in your organization’s customer service
Contributors
- Dr. Simon Hudson, University of South Carolina (Author)
- Louise Hudson, Freelance Journalist (Author)
For the source title:
- Dr. Simon Hudson, University of South Carolina (Author)
- Louise Hudson, Freelance Journalist (Author)
Cite as
Hudson & Hudson, 2022
Hudson, D.S. & Hudson, L. (2022) "Chapter 12 Customer Service Training Handbook" In: Hudson, D.S. & Hudson, L. (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781915097132-5070
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