This new title offers fresh insight for people considering or managing their careers in service organizations. Its focus is on customer service from a values and mission viewpoint and is designed for front-line customer service professionals and will help them implement key practices for engaging customer loyaly, improving results, and developing trust.
Maxine Kamin is founder and president of TOUCH Consulting, Inc., specializing in consulting services with Fortune 500 companies, colleges, local and state governments, and entertainment groups and previously held the position of manager of instruction and evaluation at American Express. Maxine is a professor in leadership and organization development at Florida Atlantic University and is published as author of Customer Service Training (2002). She holds a Masters in Education, and resides in Plantation FL.
Introduction; Ch. 1: Customer Service-A Vision for Higher Purpose; Ch. 2: Excellence in Customer Service-Define it for Your Organization; Ch. 3: Relationships-Understanding Social Dynamics as Applied to Customers; Ch. 4: Listening Skills-Building Trust into Your Customer Relationships; Ch. 5: Communication Skills-Being Positive Counts the Most; Ch. 6: Problem Solving-Managing Customer Issues; Ch 7: Mistakes-Recovering and Increasing Customer Loyalty; Ch. 8: Customer Behaviors-Understanding and Engaging Appropriately; Ch. 9: Difficult Customers-How to Overcome Conflict and Negotiate to Success; Ch. 10: The Customer Service Representative-Maintaining 'Cool' and Balancing Life.