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Page 1 - Tap Into What Works and Stay In the Know Page one brings you today's best ideas and techniques to help your department increase customer satisfaction. From boosting rep morale to taking your customers beyond "satisfied," you discover proven ways to provide exceptional customer service. Exclusive -Page one also delivers Top Service News, your heads up on the latest news and research that affects how you get the most out of your department. |
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Page 2 - Safeguard Against Costly Legal Problems Exclusive - Page two is home to our exclusive Sharpen Your Judgment section. It describes a recent legal conflict involving a customer service issue, lets you decide the outcome and then shows you how the courts ruled. It helps keep you and your company in the know and provides insight into potential litigation. |
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Page 3 - Make Everyone More Effective Page three understands a rep's desire to give the best service possible. Keeping Customers Satisfied helps them build customer loyalty with every contact by giving them real-world ways to address the everyday issues that can mean the difference between keeping your customers and losing them. Page three's Quick-Hitting Ideas section delivers a steady stream of fresh, hands-on ideas you can pass on to your reps to help them guarantee service excellence. |
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Page 4 - Getting the Most Out of Your Department Training is an ever-changing, ongoing process. Motivating/Training for Results gives you new ways to make your training more effective as well as keep reps fired up to take service to the next level. Page four also brings you the helpful Test Your Knowledge feature, a quiz designed to keep you sharp and give you the best ways to handle all aspects of your job. |
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Page 5 - Apply Proven Success Stories to Your Operation Exclusive - With the What's Working For Customer Service Professionals section, you benefit from real-life success stories from service managers at companies of all sizes facing the same challenges you face. By seeing how others successfully address their issues, you discover proven solutions that you can adapt to your own situation. |
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Page 6 - Tap Into What Works Page six tackles a broad range of customer service topics. From evaluating rep performance, to gaining internal support for your department to improving your own efficiency, and more, you always find insights from other companies that you can benchmark against and put into action immediately. Page six's Management Tool section supports your general management issues by giving you ways to get the most out of your reps. See what's working and what's not and learn new twists on old-standbys to effectively deal with absenteeism, personality issues, building trust and more. |
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Page 7 - Make More Informed Decisions New Research on Service - and what it means does more than simply present findings from the latest customer service research. It explains how you and your reps can take advantage of this new knowledge to fuel the success of their efforts. We also ask service managers to share their reactions to the research and tell how they may apply it to their operations to give you insight into how to best apply it to yours. Exclusive - Page seven also brings you exclusive service research. You get an inside look at what your peers are thinking on a wide range of important issues in What Managers Told Us. We talk to thousands of customer service mangers every year to find out what they're working on and what they're planning. Then we pass this on to you to help guide and support your decision-making. |
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Page 8 - Tackle Every Issue With Confidence Service professionals often find themselves in situations requiring exceptional management and people skills. In the How Would You Handle This? feature, we present a challenging scenario and then we ask three CSA readers to explain how they'd handle it. |
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Every page is packed with
information you'll