Customer Service in an Instant: 60 Ways to Win Customers and keep Them Coming Back

Customer Service in an Instant: 60 Ways to Win Customers and Keep Them Coming Back by Karen Leland is a practical guide for customer service professionals looking to improve their customer service skills. The book provides 60 quick, practical tips for handling difficult customers in a variety of situations.

The book is divided into six sections, each focusing on a different aspect of customer service. The first section focuses on building rapport with customers. The author emphasizes the importance of active listening, empathy, and building trust with customers. She provides tips for making a positive first impression, creating a welcoming environment, and using body language to communicate effectively with customers.

The second section focuses on resolving customer complaints. The author provides practical advice for de-escalating tense interactions, managing angry customers, and finding solutions to their problems. She also provides guidance on how to apologise effectively and follow up promptly to ensure that the customer's issue has been resolved.

The third section focuses on handling difficult customers in online and social media settings. The author provides guidance on how to respond to negative reviews and comments, as well as how to handle difficult customers in online forums and chat rooms.

The fourth section focuses on managing customer expectations. The author highlights the importance of setting clear expectations with customers and following through on promises. She provides tips for communicating effectively with customers, managing their expectations, and providing accurate information.

The fifth section focuses on building customer loyalty. The author provides practical strategies for building long-term relationships with customers, such as creating a loyalty program, providing personalised service, and offering incentives for repeat business.

The final section of the book focuses on managing your own attitude and mindset as a customer service professional. The author explains the importance of staying positive, being resilient, and maintaining a customer-focused mindset. She provides tips for managing stress, staying motivated, and avoiding burnout.

Overall, "Customer Service in an Instant" is a valuable resource for anyone who deals with customers on a regular basis. The book provides quick, practical tips for handling difficult customer interactions in a variety of settings and outlines the importance of building strong relationships with customers.

The key takeaways from this book

1. Building strong relationships with customers is key to providing great customer service. This means taking the time to get to know customers and their needs and demonstrating empathy and understanding in your interactions with them.
2. Communication is essential for delivering great customer service. This means using clear, concise language, active listening skills, and appropriate tone and language for different types of communication.
3. Providing prompt and efficient service is essential for meeting customer expectations. This means responding quickly to inquiries, providing accurate information, and following up to ensure the customer's needs are met.
4. A proactive approach to customer service can help prevent issues from arising in the first place. This means anticipating customer needs, offering solutions and options proactively, and providing ongoing support and resources.
5. Building a culture of customer service within your organisation is essential for delivering consistently great customer experiences. This means training and empowering employees to provide exceptional service, providing ongoing feedback and support, and continuously improving processes and systems to better meet customer needs.