S'appuyant sur plus de trente ans d'expérience dans la gestion du service client, le travail de Renée Evenson repose sur une compréhension approfondie de la psychologie organisationnelle. Son expertise consiste à distiller des principes complexes en stratégies réalisables pour une interaction client et un leadership d'équipe efficaces. Evenson se concentre sur l'autonomisation des professionnels avec le langage et les techniques précises nécessaires pour améliorer les expériences client et établir des relations durables. Son approche met l'accent sur la clarté et l'impact, dans le but d'améliorer la prestation de services grâce à une communication réfléchie.
Focusing on exceptional customer service is crucial for businesses aiming to maintain profitability and foster customer loyalty. The book explores strategies and practices that companies can adopt to enhance their service delivery, ensuring that customers have a positive experience that encourages repeat business. Through various insights and examples, it emphasizes the significant impact of customer satisfaction on overall success.
Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
Equipped with over seven hundred phrases and scripts, this essential guide focuses on transforming challenging customer interactions into positive experiences. It provides practical strategies for diffusing tension and resolving conflicts, ensuring that both customers and service representatives can walk away satisfied.
Your service team may represent the first, last, or only interaction point between your customers and your company. This book presents proven techniques for creating unforgettable customer experiences. It covers every aspect of face-to-face, phone, Internet, and self-service customer relations.
Over 325 Ready-to-Use Words and Phrases for Working with Challenging Personalities
Addressing the challenges posed by difficult personalities in the workplace is crucial for maintaining a healthy work environment. The book offers strategies to manage and mitigate the negative impact of these individuals, promoting better communication and collaboration among colleagues. By understanding the dynamics of difficult interactions, readers can foster a more productive atmosphere, turning potential conflicts into opportunities for growth and improvement.