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Whenever someone answers a company phone, they make an impression on the caller. Whenever a letter is written on a companys stationery, it makes an impression on the person who reads it. Whenever a receptionist greets a visitor, his or her manner makes an impression on that customer.When a customer has a bad experience with a customer service representative-or a company employee-the blame doesnt fall on the employee, but on the company. And each dissatisfied customer will tell 9 or 10 of his or her acquaintances about the bad experience. For this reason its vital for employees to know-and-follow-the keys to successful customer service.Includes Leaders Guide & Employee Workbook
