Contents/Introduction

When the idea of a book about customer service for small businesses began to take shape, it became evident that one of the major benefits that small businesses can offer over large companies is superior customer service.

And by focusing on customer service, small businesses can easily keep The Edge Up on their competition.

However, because most small and home-based business owners are personally responsible for many aspects of their business, customer service doesn’t always receive the attention it deserves. This book provides practical information in an easy-to-use format about many aspects of customer service. Each article ends with a short action checklist. You may begin reading at any point in the book, depending on your current need.

---

The Edge Up Table of Contents

Part I. Customer Service: The Impact of Customer Service

Customer Service Vital for Success
Turn Your Customers into Partners
The Customer’s Bill of Rights
The Horsewhisperer
What Do Your Customers Really Want?
Employee Care Equals Customer Care

Part II. Customer Service Secrets

The Secret’s in the Caring
Proactive vs. Reactive Customer Service
Extras Exceed Expectations
Watch Out for the Small Stuff
Part III. Employees, Management and the Customer
How Management Shapes Customer Service Attitudes
“Attitude” Adds to 100
It’s Time to Think Inside the Box
Customer Relationship Management
Customer Service Training

Part IV. Real Life Customer Service Stories & Lessons

Lessons Learned from Two Hospitals
Is 50% Good Enough?
Damage Control in Customer Service
Selling Cars or Services Requires Same Skills
Lessons Learned from a Carpenter

Part V. Conflicts and How to Handle Them

When It’s Time to Fire a Customer
Why Your Customers May Fire You and What You
Can Do About It
The 80/20 Rule Applies
Employee Conflicts Affect Customers
Preventing Pink Slips From Your Customers

Part VI. Customer Service Techniques

More to Customer Meetings Than Meet & Greet
Sending the Right Non-Verbal Signals
“Nobody Here Knows Anything”
Building Relationships & Selling Yourself
Finding Your YAMIDs
Questions Increase Customer Loyalty

June Van Klaveren - 800-779-0067 - Website design by Compelling Communications
Email - Webmaster