The Customer Service Your Customers Expect

About the Book

Join Brenda to take a new look at customer service. Through a series of stories that are as funny as they are enlightening, explore updated skills and techniques for making your customers part of your team. Break old habits and ensure a personalized, positive, professional level of service every time. Learn updated skills for meeting and greeting, approaching customers, responding to inquiries and finding new solutions to old problems. Challenge yourself to adopt a new vocabulary which focuses on what can be done instead of what can’t be done. Use words and phrases that move the situation ahead and prevent defensiveness and arguments. Implement a formula for positive outcomes based on questions, options, solutions and actions. Create an environment of excellence in all of your communications and customer service.

About the Author

Brenda Robinson is a speaker, trainer, writer and consultant. She is the founder and president of The Robcan Group. She has been addressing groups for over thirty years about communications, humour, laughter, positive working skills and wellness in general. Her workshops and presentations are in high demand. She has authored five books and created an Audio Series to help people to develop these skills. Brenda believes that we are on a life-long learning journey. It should be enriching, exciting, interesting and above all, it should be fun! Harley Robinson is a trainer, writer and curriculum developer. This is Harley’s second collaboration with Brenda. He is very happy to have helped Brenda to present these stories and ideas in writing for the first time. Creating this book was both a fun and rewarding experience. Enjoy the stories and laugh while you learn!