Customer service in an instant : 60 ways to win customers and keep them coming back / Keith Bailey & Karen Leland

Includes index

"Master the four core customer styles. Learn to say ’no’ with service. Bounce back from service breakdowns."

Assess your working style -- Avoid negative filters -- Backtrack key words -- Be Web wise -- Beware of burnout -- Bridge the language barrier -- Build a bridge -- Choose your level of conversation -- Conquer complaining customers -- Counter coworker conflict -- Create customer-friendly systems -- Define customer needs -- Deliver constructive criticism -- Ditch your default response -- Evaluate your service skills -- Find and fix e-mail mistakes -- Focus on essence -- Gather feedback -- Get to know the people pleaser -- Go the extra mile -- Handle complaints with care -- Hire some help -- Improve your listening habits -- Inspire a learning environment -- Integrate voicemail excellence -- Keep the service message alive -- Know your stress response -- Learn the art of complaining -- Locate your stress level -- Make your service tangible -- Manage abusive customers -- Master body language basics -- Navigate a heated conversation -- Open to feedback -- Pace your way to better rapport -- Pay attention, really -- Play with the passionate persuader -- Practice the art of the compliment -- Provide empathy -- Raise questions -- Recover from service blunders -- Redefine your service -- Reframe your outlook -- Respect the power player -- Rev up your recognition -- Say "I," not "you" -- Say no with style -- Set expectations on the spot -- Strengthen service habits -- Style step -- Switch filters -- Temper your telephone tone -- Think through outsourcing -- Treat your colleagues as customers -- Tune up your telephone etiquette -- Turn service into sales -- Understand the problem solver -- Upgrade your influence -- Walk your talk -- Work out a working styles profile