Customer Service is a huge growth industry, and often employment in this sector leads to improved positions further down life's path , as well as increasing your knowledge in various fields. This e-book will get you on that path with more confidence. Comprehensive, and it covers subjects from all these chapters below.

CHAPTER ONE WHAT IS CUSTOMER SERVICE?
· What is Customer Service?
· Why is Customer Service so important?
· Who provides Customer Service?
· What are the essential qualities of Good Customer Service?
CHAPTER TWO UNDERSTANDING YOUR COMPANY.
· What is your company’s Mission or Aim?
· What does your company do very well?
· What is your company’s image?
· How important is your role?
· What factors make it harder to provide Good Customer Service?
CHAPTER THREE YOU AND THE CUSTOMER.
· Your attitude towards Customer Service
· Your Self-Presentation and Speaking Style
· How to relate to Customers
· Service Preparation and Customer Oriented Thinking
· Creative Thinking for Customer Service
CHAPTER FOUR UNDERSTANDING CUSTOMER NEEDS.
· Customer Needs / Service Aspects
· Customer Needs Case Studies
· Self Evaluation
· Check List
· Follow On Activities
CHAPTER FIVE COMMUNICATION SKILLS NEEDED FOR CUSTOMER SERVICE.
· Listening Skills
· Questioning Skills
· Sending and Recognising non-verbal messages
· Giving Feedback
· Giving Clear explanations
· Writing in a Clear and Helpful Manner
CHAPTER SIX CUSTOMER SERVICE ON THE TELEPHONE.
· Courtesy
· Efficiency on the Telephone
CHAPTER SEVEN HANDLING COMPLAINTS. · Steps to Handling Customer Complaints
· Handy Tips for Dealing with Customer Complaints.
CHAPTER EIGHT ENCOURAGING REPEAT BUSINESS. · How to Receive Customer Feedback
· How to Respond to Customer Feedback
· Developing Customer Loyalty
· Make the Customer Very Happy to Come Back
· Making Difficult Customers More Happy
CHAPTER NINE OTHER FACTORS TO IMPROVE PROFESSIONAL SERVICE. · Time Management for Customer Service.
· Customer Focus -- NOT Computer Focus!
· Remember Names
· Take Personal Responsibility for Customer Service