Customer Service Excellence - Catherine Mattiske
Customer Service Excellence is a mini-training program in a book designed for customer service professionals, customer service representatives, sales people and business professionals.
Customer Service Excellence combines self-study with realistic workplace activities to build advanced knowledge of customer service principles.
In a selling situation this Learning Short-take(r) helps to uncover customer needs and sell the value of the produce on benefits rather than just price.
In a customer service environment this Learning Short-take(r) helps to listen to the voice of the customer, responding to their stated needs and uncovering their unstated needs.
The book includes free downloadable job aids and tools.
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