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Creating Customer Service Superstars

Like most other customer service teams, you probably have a few high-potential hard workers performing at a reasonable level, and a larger group of average performers providing so-so customer service. You can use these relatively simple, low- or no-cost strategies, techniques and tips to transform at least some of the first group into true customer service superstars, and significantly boost performance of the second group well beyond merely average.

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Like most other customer service teams, you probably have a few high-potential hard workers performing at a reasonable level, and a larger group of average performers providing so-so customer service. You can use these relatively simple, low- or no-cost strategies, techniques and tips to transform at least some of the first group into true customer service superstars, and significantly boost performance of the second group well beyond merely average.

Table of Contents

Introduction
Chapter 1: Create a Culture That Nurtures Stars
Chapter 2: Turn Employees Into Entrepreneurs
Chapter 3: Upgrade Daily Performance
Chapter 4: Set the Stage to Calm Irate Customers
Chapter 5: Choose Positive Words That Produce
Chapter 6: Welcome Diverse Customers
Chapter 7: Train Employees to Collect
Chapter 8: Foster a "We Love Complaints" Mindset
Chapter 9: Cultivate a Team Spirit