Customer Service

Defining Service

	Define "customers" and "service"
	Gather repeat business
	Get the entire company involved in good service
	Create standards of customer service
	Define a business's customer segments

Communicating

	Use the best words for getting the message across
	Identify and speak to the customer's style of communication
	Use questions to get more information about a problem
	Handle conflict and angry customers
	Write purposeful letters to customers
	Write effective "bad news" letters
	Write useful instructions and manuals

Fixing Problems

	Turn complaining customers into satisfied customers
	Create answers to Frequently Asked Question
	Answer internal questions
	Find customer wants
	Find the true sources of problems
	Solve problems

Building a Department

	Create a customer service organization
	Build teams
	Hire the right personalities for customer service
	Motivate customer service people
	Educate and improve customer service people
	Set up a good organizational environment
	Equip customer service for international relations

Tools of the Trade

	Choose a phone system for customer contact
	Use voice mail and phone etiquette for customer interactions
	Set up phone and fax lines
	Use electronic mail
	Help design a company information web site