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CUSTOMER SERVICE BASICS 3
INTRODUCTION TO CUSTOMER SERVICE 3
CUSTOMER SERVICE IN THE 21ST CENTURY 3
THE THREE KEY ELEMENTS 3
EXPAND YOUR DEFINITION OF SERVICE 3
WHO ARE YOUR CUSTOMERS? 3
DEVELOP A CUSTOMER FRIENDLY APPROACH 4
WHAT CUSTOMER SERVICE MEANS 4
CUSTOMER SERVICE QUALITIES 5
PROFESSIONAL QUALITIES IN CUSTOMER SERVICE 5
GOOD INFORMATION IS OFTEN GOOD SERVICE 6
SIMPLE ACTIONS HUGE RETURNS 7
CONVERSATIONS OVER THE TELEPHONE 8
IT’S NOT WHAT YOU SAY,IT’S HOW YOU SAY IT 8
TELEPHONE ETIQUETTE 8
ANSWERING THE TELEPHONE 8
TROUBLESHOOTING 9
RESPOND TO YOUR BUSINESS EMAIL QUICKLY! 10
SO WHAT IS PROMPT ANSWERING YOUR BUSINESS EMAIL? 10
FIRST IMPRESSIONS –YOU ONLY GET ONE 10
MAKING A GOOD FIRST IMPRESSION 10
TEN MAJOR DO’S AND DON’TS OF CUSTOMER SERVICE 11
HELPFUL REMINDERS FOR POLITE AND FRIENDLY RESPONSES 13
PRACTICE WHAT YOU PREACH – DEALING WITH THE CUSTOMER 14
COMMUNICATING WITH THE UNSATISFIED CUSTOMER 14
SOLVING THE CUSTOMER’S PROBLEMS 15
FOLLOW -UP WITH THE CUSTOMER 15
IT PAYS TO PLEASE 15
INITIATIVE 16
CUSTOMER SERVICE TRAITS TO COPY 16
BENEFITS OF GOOD CUSTOMER SERVICE 16
WHAT DO IFTA CUSTOMERS THINK AT THE MOMENT? 17
IMPROVING THE CUSTOMER SERVICE THAT IFTA PROVIDES 27
PACKING SPECIMENS 27
PACKING BUTTERFLIES 27
PACKING BEETLES 27
PACKING AN ORDER FOR A CUSTOMER 28
CITES 29
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