About this ebook
People don't remember the product. They remember the person. Customer Service Made Simple teaches the craft of great service: first impressions that win, professional listening, the CALM method for angry customers, graceful no's, real apologies, five-step service recovery, complaints as free consulting, follow-up that creates loyalty, honest upselling without sleaze, handling difficult people (and when to fire a customer), building a service culture on a team, and phone/email/chat etiquette. Written from a Christian worldview — serving others as serving Christ (Colossians 3:23). Serve well. Win always.
People don't remember the product. They remember the person. Customer Service Made Simple teaches the craft of great service: first impressions that win, professional listening, the CALM method for angry customers, graceful no's, real apologies, five-step service recovery, complaints as free cons...
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