| Customer Service eBooks Descriptions |
 Legendary Customer Service
An Attitude and Skills-Based Approach.
Why would you want to do what the title of this book says to do?
Regardless of your role within an organization, you provide customer service to someone, whether it be for internal or external customers.
What would you like people to say about your human interaction skills if you were to ask them for a reference, perhaps for an annual review, a professional organization membership, or a promotion? It’s your legacy. What did you create?
What makes people want to talk about your customer service as legendary?
Simple. Because you create and use values-based attitudes to guide your skill-based interactions. Sure, your technical skills are strong, but everyone knows human interaction skills are the deciding factor. Those attitudes and skills make customers and colleagues feel valued at the highest and deepest personal level. That’s the difference between being good at your job and being legendary.
The knowledge, skills, and strategies presented in this book are based on human interaction psychology, making them applicable in many areas of life. Here, these life skills are applied to the customer service setting. Once learned, coached, and practiced, they will become second nature.
This book is a compilation of eleven customer service ebooks that teach how to build the necessary attitudes and skills to create legendary customer service. Seven of these books are standalone bestsellers.
The list of ebooks that can be purchased separately. See descriptions below.
- Create Attitudes Instantly
- Telephone Etiquette for Business
- Email Etiquette for Business
- Trust & Rapport Building
- Active Listening Skills for Business
- Problem Solving Model for Business
- Defusing Customer Anger
- Managing Customer Expectations
- Creating Customer Loyalty
- Stress Control at Work
- Goal Setting for Success
Select this link or the book cover to preview and buy this eBook edition on Amazon.com.
Select this link or the book cover to preview and buy this paperback edition on Amazon.com.
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 Create Attitudes Instantly
Create good or bad attitudes; one word from you is all it takes!
This very short book teaches a very powerful single skill – the skill to instantly create attitudes.
As you’ll see, it’s actually easy to do. It’s so easy; you’re already doing it – a lot. You are creating attitudes in yourself, your team, and others without knowing you’re doing it.
And that means if you’re like most people unwittingly using this technique, it can backfire and inadvertently create bad attitudes. You get the opposite of what you want.
Can you change them? Sure. It’s more complicated but doable. You’ll learn four highly effective methods to undo the attitudes you unintentionally created in yourself or someone you care about.
"The difference between an ordeal and an adventure is attitude" – Bob Bitchin.
- Your attitude makes life a delightful wonder or a horror to endure.
- The sheer disciplining and motivating power of goal-specific attitudes is undeniable.
- A winning or losing attitude often determines the outcome for the players – win or lose.
- Value-based attitudes will determine the path you and your loved ones take in matters large and small.
- You, as a customer, have no problem knowing the attitude of the customer service person helping you.
- Sellers need to help their customers create change-resistant positive attitudes about their Unique Selling Points to protect them against the onslaught of competitors trying to rip them away.
In this brief book, you will learn what you’re doing now to create attitudes, how to do it better, and how to do it intentionally to help you achieve your intentions and goals. And, you’ll learn how to undo the attitudes you’ve created that give you the opposite of what you intended.
Let’s get started. Buy the book. It takes so little time to read and learn these most powerful life changing skills.
Select this link or the book cover to preview and buy this book on Amazon.com.
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 Telephone Etiquette for Business*
From hello to goodbye, make the caller feel glad they called.
"The manner in which a company's phone is answered gives strong signals to the caller regarding the corporate character of the organization." Letitia Baldrige
Observe how the phone is answered by everyone in your organization. It's not just the receptionist who answers the phone. Almost everyone has one on their desk. And, most of those people talk to internal or external customers.
Telephone behavior sets customer expectations of your company's ability to help. This Telephone Etiquette course provides the necessary guidelines to ensure a positive impact to all callers.
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*Amazon Top 100 Best Seller |
 Email Etiquette for Business*
Know the differences between business and personal email etiquette.
Today email is a routine part of how we communicate and document much of what we do at work. It is not uncommon for people who “text” a lot for personal use to mix up what is appropriate for work versus what’s appropriate for personal use.
With so many people using email for business purposes, some guidelines have been established to prevent poor manners, or misuse, from tarnishing business relationships.
This ebook will help clarify the differences between business and personal email guidelines including confidentiality misconceptions, misuse of disclaimers, message structure, subject lines, emoticons, emojis, abbreviations and many other areas.
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 Trust & Rapport Quick and Easy
Five Methods to Rapidly Build Trust and Rapport.
The purpose of this short eBook is to present 5 methods for establishing trust and rapport. The content is directed to sales, customer service, and others in the organization where working in a trusting environment is critical to the success of the organization.
It's simple, no trust means no business.
Four of the methods are life-skills and applicable to interactions with other people from family, friends, and acquaintances.
This ebook is also part of the Sales Library.
Select this link or the book cover to preview and buy this book on Amazon.com.
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 Active Listening Skills for Business*
Prevent costly errors, arguments, rework, and earn the right to be heard.
Many misunderstandings leading to costly errors, arguments, and lost productivity occur because the person getting information, did not "actively listen."
Sometimes we think we know the answer before the other person completes the thought. When we get ahead of ourselves it's possible to miss some small but important piece of information that could change everything. Our mental processes tend to automatically fill in the missing part with what we think should be there and that's when the problems begin.
Knowing how to actively listen is a proven way to improve relationships with both internal and external customers.
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*Amazon Top 100 Best Seller |
 Problem Solving Model for Business
Systematically solve problems without creating others.
The costs associated with not having a systematic problem solving model can be phenomenal. Usually these costs get blamed on "bad" judgment or poor decision-making ability but in reality the underlying cause is usually not having and using a clearly defined systematic problem solving process.
Self-esteem is directly related to the confidence you have in your own problem solving abilities. Confidence is built by repetitive successes with a process in a broad range of situations. Having a clearly defined problem solving process will help you successfully and consistently meet the challenges you and your customers face.
Select this link or the book cover to preview and buy this book on Amazon.com.
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 Defusing Customer Anger*
Defuse anger quickly with easy to remember steps.
There are times when the customer senses that a problem could cause them to experience a loss. Threat of loss triggers the grief process and anger is the third stage of this process. With an upset customer, if we simply solve the problem and do not first take care of the customer’s emotions, we end up with a satisfied angry customer.
Angry customers will tell many other potential customers about the problem. Even though the problem was solved, they are still upset. They often feel that it shouldn't have happened in the first place.
This ebook will help you identify the three expressions of anger, recognize common phrases that evoke anger, and how to use a quick, easy to remember three step method to defuse anger.
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*Amazon Top 100 Best Seller |
 Managing Customer Expectations*
Create and change expectations without evoking anger.
Managing expectations is usually a simple task of all parties agreeing on what is to be done and delivering on that agreement.
However, when unexpected complications occur, pro-active communication, taking steps to prevent negative emotions, and engaging previously agreed upon fallback plans, can all be used to impact the service recovery outcome.
This ebook will help you to use the steps to redefine expectations with “good” and “bad” news, prevent resetting unrealistic expectations from “good” news, and minimize potential for anger from “bad” news.
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*Amazon Top 100 Best Seller |
 Creating Customer Loyalty
Create, strengthen, and sustain customer loyalty.
Customer loyalty originates from the unique capabilities your company offers that help customers meet their needs better than your competitors can.
Customer loyalty is sustained by how well customers like interacting with those within your company.
Your professional interactions ultimately support high customer satisfaction ratings, as well as high customer retention levels.
The purpose of this ebook is to provide you with basic and advanced knowledge, skills, and strategies designed to strengthen customer loyalty. This, in turn, will reduce customer turnover, as well as, increase profitable long-term sales.
Select this link or the book cover to preview and buy this book on Amazon.com.
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 Stress Control at Work
Minimize the impact of stress - a life skill to keep you healthy.
Stress control is a life skill that will help keep the medical costs down, reduce turnover, improve relationships, reduce errors, reduce accidents and dramatically improve customer perceptions of service competency. Show a customer how stressed you are and you'll raise their anxieties about your competency to do the job.
Numerous research studies show that 75% to 90% of all visits to primary care physicians are for stress related issues. Stress also intensifies symptoms and slows recovery.
In this eBook you’ll learn the common stressors to notice in your work environment. You’ll also be provided with a list of stressors in other areas of your life. You'll learn the mental, emotional, and physical signs of stress. You'll also learn the five phases of the stress response process and several coping methods effective in each phase. And, you'll develop a personal "stress control plan" to fit your exact needs.
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 Goal Setting Drives Success*
Set goals that work and generate the motivation to achieve them.
It's easy to understand how people with goals accomplish significantly more than people without goals.
People with goals have direction. They have a target. They have something to work towards. This provides motivation to achieve.
If the goal is something you really want, that strong positive emotional desire gives you a favorable edge to realizing the goal.
And, the more frequently you review the goal, the more you focus on it, the more you will recognize the resources and opportunities you need to move toward achieving your goal.
Motivation to achieve comes from having a clear target, developing a strong emotional desire, creating a doable action plan, allocating the resources (especially time) and taking action.
Business goals that are in alignment with personal goals are more motivating than goals that are not in alignment, not related in anyway, or are counter to personal goals. Goals that help cause you to stretch increase your motivation.
Goals that are written provide a mechanism to review, refresh, and stay focused on what you want. People with written goals accomplish significantly more than people who only have goals in their heads.
You might also want to be aware that to maintain balance you will set goals in many areas of your life such as personal, professional, family, social, financial, lifestyle and so on. This book will guide you through the entire process step-by-step.
The ebook is also part of the Sales Library.
Select this link or the book cover to preview and buy this book on Amazon.com.
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*Amazon Top 100 Best Seller |
