Brilliant Customer Service

209 Pages·2010·1.325 MB·English

by  Debra Stevens

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Visit us on the web
www.pearson-books.com
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brilliant
customer
service

brilliant
customer
service
Debra Stevens
Pearson education Limited
edinburgh Gate
Harlow cm20 2Je
tel: [phone]
Fax: [phone]
Website: www.pearsoned.co.uk
First published in Great Britain in 2010
© Pearson education Limited 2010
the right of debra stevens to be identified as author of this work has been
asserted by her in accordance with the copyright, designs and Patents act
1988.
Pearson education is not responsible for the content of third party internet sites.
isBn: 978-0-273-73807-7
British Library cataloguing-in-Publication data
a catalogue record for this book is available from the British Library
Library of congress cataloging-in-Publication data
stevens, debra.
Brilliant customer service / debra stevens.
p. cm.
includes bibliographical references and index.
isBn 978-0-273-73807-7 (pbk. : alk. paper) 1. customer relations.
2. customer services. i. title.
HF5415.5.s7376 2010
658.8'12--dc22

2010033868
all rights reserved. no part of this publication may be reproduced, stored in
a retrieval system, or transmitted in any form or by any means, electronic,
mechanical, photocopying, recording or otherwise, without either the prior
written permission of the publisher or a licence permitting restricted copying in
the united Kingdom issued by the copyright Licensing agency Ltd, saffron
House, 6–10 Kirby street, London ec1n 8ts. this book may not be lent,
resold, hired out or otherwise disposed of by way of trade in any form of
binding or cover other than that in which it is published, without the prior
consent of the Publishers.
10 9 8 7 6 5 4 3 2 1
14 13 12 11 10
typeset in Plantin regular 10/14pt by 3
Printed by Henry Ling Limited, at the dorset Press, dorchester, dt1 1Hd
I dedicate this book to all my customers; they have taught me more
about brilliant customer service than any books I have read or
research I have done. I have learned from their example, and their
high expectations have resulted in me having to raise my game.
Without my customers I wouldn’t have written this book.
And to my beautiful daughter Emily.

Contents
about the author ix
acknowledgements xi
introduction xiii
1 Customers have changed 1
2 The cornerstones of brilliant customer service 9
3 Make ‘virtual’ service brilliant customer service 47
4 Use the ‘emotional scale’ to create loyalty and trust 61
5 Read between the lines – silence is never golden! 81

6 How to handle any complaint 99
7 How to say ‘no’ and still keep the customer 129
8 How to offer more 143
9 Seven ways to ‘wow’ your customers 157
conclusion 179
index 181

About the author
Debra Stevens is a successful trainer and speaker with over 15
years’ experience of training people at all levels to improve their
customers’ experience. she is the founder of sold out trainers,
a highly successful experiential training company specialising
in facilitating behavioural change in all aspects of dealings with
people whether in customer service, sales, management or with
colleagues and team mates. debra has run her own successful
small business for 14 years using the principles of Brilliant
Customer Service to create successful partnerships with com-
panies such as royal caribbean cruise Lines, Penguin Books,
carlsberg, coke and the royal Bank of scotland.
debra would love to hear from readers with any comments,
feedback and especially examples of where the principles in
this book have ma de a real difference. to contact her email:
[email protected].