Improve your customer service skills: The Edge Up
It's been a while since I read such a refreshing little book on customer service skills.
June van Klaveren has a very active writing style. Talking from her own experience, she gives wonderful insights into what customers need from service, and what customer service skills go with it.
One of the best sections is the "Customer's Bill of Rights". Very well said.
Because customers have rights. Not in the least, they have the right to take their business elsewhere. By declaring the Customer's Bill of Rights in your company, they won't want to.
That one section says what customer service (or doing business) should be all about.
She continues with real life customer service stories, some of which are as common as they are hair-raising. There's a lot to be learned here.
A big challenge in customer service is damage control and conflict handling. Mrs. van Klaveren shows you how to handle difficult customers, amongst other invaluable service skills.
"The secrets's in the caring", she says, and that's very true. Caring employees, but also management should care. For their customers, and for their employees. In fact, all managers in a business should read this.
There's no fluff in this book, only great advice. Page after page. It encourages you to take charge.
At just $11,95, this book is incredible value for money.
Buy it.
In fact, buy some more to distribute throughout your company.
Check out The Edge Up
by June van Klaveren.
Top of The Edge Up: Customer Service Skills
