Customer Satisfaction: The Other Half of Your Job

Part I: Clearing the Barriers

·        Chapter 1: How Customer Relationship Skills Can Build Your Success

·        Building customer relationships for repeat business

·        Success stories

·        Chapter 2: Dealing With Difficult People

·        Job frustrations and difficult people

·        The secret of success

·        Save time by taking situations professionally

·        Keep the spotlight on the issue

·        Chapter 3: Burnout—Threat to Customer Satisfaction

·        Eight common signs of burnout

·        Additional signs of burnout

·        Five techniques for preventing burnout

·        Chapter 4: The Secret to Getting More Cooperation

·        Updating your beliefs

·        A selfish and successful strategy for getting more cooperation

·        Roadblocks to avoid

·        Working as partners—treating your boss as a customer

Part II: Building the Foundation

·        Chapter 5: The Problem With Customer Service

·        Satisfaction is defined by the customer

·        Meet the requirements of the people you serve

·        Customer satisfaction is easier when you have targets

·        A shortcut for defining targets

·        The pleasant payoff

·        Chapter 6: The Customer Is Not Always Right, But…

·        The customer is always the customer

·        Blaming—a barrier to problem solving

·        Shortcut to stopping the blame habit

·        Seven practical steps to customer problem solving