Basic Customer Service Handbook

By Iris Shropshire

Basic Customer Service Handbook was created to serve as a blueprint to provide an understanding of and the need for dedicated and exceptional customer service for sustained success in business and throughout life. It is written with positivity and insight to inspire and improve business and personal relationships to ensure customer appreciation and loyalty. It offers tools and techniques for self-assessment, communication, and listening skills. This book will serve Human Resource Departments, managers, etc., in small, midsize, and large corporations. It should be used as a company reference and provided to new employees during onboarding to set company expectations. No matter the professional level or experience, the material in this book will serve anyone with the desire to improve their understanding of quality customer service.

• Language: English
• Publisher: Page Publishing, Inc.
• Release date: Dec 14, 2022
• ISBN: 9781662480768

Book preview

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Basic Customer Service Handbook

Iris Shropshire

Copyright © 2022 Iris Shropshire

All rights reserved

First Edition

PAGE PUBLISHING

Conneaut Lake, PA

First originally published by Page Publishing 2022

ISBN 978-1-6624-8075-1 (pbk)

ISBN 978-1-6624-8076-8 (digital)

Printed in the United States of America

Table of Contents

Introduction

Chapter 1

Chapter 2

Chapter 3

Chapter 4

Chapter 5

Chapter 6

Chapter 7

Chapter 8

Chapter 9

Chapter 10

About the Author

To the two people who gave me a wonderful foundation,

my parents,

and

the two people who am proud of daily,

my sons.

Special thanks to Alexandra Swartzwelder for the Illustrations.

Introduction

Introduction: Why Customer Service?

It is a fact that no matter what job you have or position you occupy, you will, at one time or another, need to rely on your customer service skills. Possessing the ability to successfully satisfy your client's needs will always be an essential asset of any career. Displaying the correct customer service skills can determine if you will successfully win over a new client or retain existing business. You should always strive to maintain a level of service that creates a loyal customer for life.

Customer service is about relationships, and relationships require attention. It is just as important to be mindful and aware of your client's needs as it is to be knowledgeable of the service or product that you offer. Customer service, i.e., the relationship, is the glue that keeps it all together. The fact may be that you possess extensive, in-depth training in your designated field, and have the ability to troubleshoot and solve the hardest of problems. However, if you can't communicate the information to your client effectively, you are as ill-equipped as if you had no solution or no knowledge at all.

Therefore, the purpose of this book is to adequately equip individuals and businesses with the skills to successfully handle any customer service situation with expert knowledge and professionalism. The skills offered in this book will assist you in any career field, position, or service you offer or product you sell.

It seems evident that customer service training should be an important and integral part of a business and a company's new hire and ongoing training process. As a rule, in most businesses, a substantial amount of time and effort is spent on product education and teaching the details of the service offered. However, how much time is really spent on developing and cultivating the aspect of the customer relationship? In my personal and professional observation of businesses and through my client relationship experiences, it is obvious that there is a great need for additional, as well as ongoing customer service education throughout all industries.

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