Who is the most important employee in a company? The CEO? The CFO? No. The most important employee is the customer service representative.

Customer service reps are the face of your company. They are the people that the public sees and deals with. Their attitude and behavior will dictate whether customers come back a second (or third) time.

How to understand customers

How to lead and empower a customer service team

How to give customers what they want

The path to extraordinary service

The power of active listening

How to deal with difficult customers

How to keep your own emotions at bay with obnoxious people

The role of compromise in customer relations

Tips for sticky situations

Follow-up to ensure repeat business

And much, much more!

In an ever-evolving technological era, the role of employees in a business—and how they handle the people who buy your product or service—ironically becomes far more important than ever before. As it becomes easier to lose sight of the people factor, the more you need to focus on it.

More than 3 million organizations and 13 million individuals—from startups to the Fortune 500—choose Pryor Learning because it provides more for their training dollars than anyone else. Pryor Learning is the wise choice for igniting, upgrading, and upskilling professionals of all levels.

Stellar Customer Service gives you access to the wisdom and expertise of Pryor Learning in enhancing customer service at all levels and all industries. Anyone whose job has a public interface—and anyone who manages personnel who do—will find this book a concise, enjoyable, and indispensable guide.