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    How to Get Great Customer Service
    How to Get Great Customer Service
    How to Get Great Customer Service
    Ebook65 pages1 hour

    How to Get Great Customer Service

    By Phillip J. Boucher

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    About this ebook

    Every one of us was, is, and will be a customer at some point in our lives. As consumers we expect a certain degree of service that will satisfy our needs in a timely, cost-effective, and friendly fashion. We want our needs and desires for products and services satisfied quickly, efficiently, and courteously.

    Yet customer service really is a two-way street. The company you deal with has to provide you with great customer service, but in order to do that, you the customer must understand what that great customer service entails. Once you do, you will have the skills and knowledge on how to get great customer service.

    How To Get Great Customer Service will teach you the skills you need to use in everyday dealing with product and service providers. Whether you are purchasing a pack of gum, or getting your entire home remodeled, How To Get Great Customer Service will teach you how to get it by:

    Treating employees with kindness and respect

    Understanding return and satisfaction policies

    Noting payment methods

    Telling companies about both the good and bad service you receive

    Understanding sales

    Learning why the customer is not always right

    Knowing what are you buying

    Checking your change

    How to Get Great Customer Service is a book that every consumer can benefit from. The companies we buy from and the employees we deal with are not the only people in the customer service equation. By understanding great customer service concepts and practicing the skills presented in this book, you will consistently get yourself great customer service.

    LanguageEnglish
    PublisherPhillip J. Boucher
    Release dateJan 19, 2016
    ISBN9781310103919
    How to Get Great Customer Service
    Author

    Phillip J. Boucher

    Phillip J. Boucher is a freelance writer and author who is now writing fantasy fiction. He is the author of the trade books “Slot Machines: Fun Machines or Tax Machines” and “The Complete Guide to Canada’s General Mobile Radio Service”. He is also a long-time columnist for The Canadian Amateur magazine. His column, Fresh On The Air, helps new Amateur Radio operators get the most fun out of the hobby. He is currently working on several non-fiction works such as a book on slot machine addiction, a book on radical customer service, and books on two-way radio.Previous publications include an article on tea for Chatelaine, a newsletter for Bell Canada, local retail and entertainment reviews for Casino News and Entertainment Niagara, and has recently completed the website copy for AvionLighting.com.Phillip has had three of his fantasy short stories published by Necrology Shorts: Dragonstoen: An Amulet for a Prince, The Tower of Eletal, and Disturbance Call at the Fairy Bar. His fourth short story, a horror entitled Essence of Gargoyle, is pending publication with Necrology Shorts. His Native supernatural novel Tattonville, has been published by Dark Moon Press. His fantasy enovel Dragonstoen, has been self-published.Phillip lives in Ontario, Canada with his wife, three dogs, and all the dragons, knights, fairies, gargoyles, and other magickal creatures that live in his head and keep the voices at bay.

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      Book preview

      How to Get Great Customer Service - Phillip J. Boucher

      HOW TO GET GREAT CUSTOMER SERVICE

      By Phillip J. Boucher, CSS

      COPYRIGHT 2014 PHILLIP J. BOUCHER

      REPRODUCTION OF THE CONTENTS OF THIS BOOK IN ANY MANNER IS STRICTLY PROHIBITED WITHOUT THE EXPRESS WRITTEN CONSENT OF THE PUBLISHER/AUTHOR AND A FEE MAY BE PAYABLE FOR SUCH USE. SHORT QUOTES OF FIFTY WORDS OR LESS MAY BE USED WITHOUT PRIOR PERMISSION FOR REVIEW PURPOSES PROVIDED PROPER SOURCING IS INCLUDED.

      ALTHOUGH EVERY EFFORT HAS BEEN MADE TO ENSURE THE ACCURACY OF THE INFORMATION HEREIN, THE PUBLISHER/AUTHOR AND ANY OF HIS REPRESENTATIVES, LEGAL OR OTHERWISE, ASSUME NO LIABILITY OR RESPONSIBILITY FOR ANY ERRORS OR OMISSIONS, NOR FOR ANY INJURY HOWSOEVER CAUSED, BE IT PHYSICAL, FINANCIAL, LEGAL, OR OTHERWISE, INCURRED IN THE USE OF THIS MATERIAL. READER AGREES TO ASSUME ALL RISKS AND UNDERSTANDS THAT THIS MATERIAL COMES WITHOUT ANY EXPRESS WARRANTY AND FOR INFORMATIONAL PURPOSES ONLY.

      CONVENTIONS USED IN THIS BOOK

      Employee/Customer Service Rep/Cashier/Salesperson/Frontline Staff/etc – the generic terms used for any person who is providing a customer service function towards a consumer

      Company/Business/Organization/etc – the generic terms used for any company, business, agency, or entity that is selling a product or service to a consumer and employs staff

      Customer/Consumer/you/etc – the generic terms used for any person who is purchasing a product or service from a business.

      INTRODUCTION

      Every one of us was, is, and will be a customer at some point in our lives. It doesn’t matter if we buy groceries, hire a contractor, or order something online. When we exchange our hard-earned money for a product or service, we instantly become a customer. Even those of us who are actually in the customer service industry are on the other side of the fence from time to time. It’s just the natural way that commerce and industry work and is a fact of daily living.

      As consumers we expect, and rightly so, a certain degree of service that will satisfy our needs in a timely, cost-effective, and friendly fashion. For some of us, we want the best price available; one that we personally feel is fair and honest. For others, speed of service is the top desire, in that we want to get in and out quickly and efficiently, no dilly-dallying about. And the rest of us? Some of us want the best quality of product or service. Others want friendly attention and polite employees. Some want it all and others don’t care what type of service they receive as long as it gets done now. But as consumers, what we all want is what it comes down to; our needs and desires for products and services satisfied quickly, efficiently, and courteously.

      Customer service, from the perspective of the customer, is a very individualized aspect of daily commerce. You certainly don’t want to deal with a crabby or nasty salesperson or cashier. Nor do you expect to pay full price on a product that is on sale. You don’t want to get home and find that the product is defective or does not work as promised or implied. And you really can’t stand waiting around as fifteen people are in a check-out line and only one cashier is open. All consumers find a variety of poor customer service issues irritating to different degrees.

      Yet customer service really is a two-way street. The company you deal with has to provide you with great customer service, but in order to do that, you the customer must understand what that great customer service entails. Once you do, you will have the skills and knowledge on how to get great customer service.

      What is Customer Service?

      There are as many definitions of what constitutes the term customer service as there are customers, and as many interpretations to go along with them. I myself find that the following quote accurately describes the definition of customer service:

      Customer Service is the exchange of goods, services, and money that facilitates and satisfies the necessary earnings requirements of a company balanced with the needs and desires of its customers. Phillip J. Boucher

      In other words, a company wants to sell you their products or services so that it makes money and stays in business, and you want those products and services to satisfy your needs and wants. Of course, this is not rocket science by any means, and it truly is puzzling

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