An invaluable guide to help deliver exceptional customer service and keep customers coming back time and again.

• Brilliant Customer Service reveals how to:
  - Keep the emotional scale tipped in your favour
  - Why silence is never golden
  - How to turn complaints into opportunities
  - Discover the small things that make all the difference
  - Provide a brilliant customer experience with little or
  no money.
  - Turn every customer touch point into powerful
  opportunities
• Includes real case studies from different types of businesses to illustrate the ideas and strategies giving the reader confidence and motivation to put them into practice.
• Built on 12 years of experience of delivering excellent customer service training to blue chip companies.

Debra Stevens is a trainer, coach, mentor key note speaker and founder of Sold Out Trainers (www.soldout-trainers.com). She has 25 years of experience in delivering high impact experiential training solutions to many top companies throughout the UK, Europe,
Asia and the USA, including Debenhams, Stena Ferries and Royal Caribbean Cruises. Debra brings her extensive knowledge of customer service training to give readers a practical common sense approach to improving their results.

About the author

Acknowledgements

Introduction

1.     Customers have changed

2.     The cornerstones of brilliant service

3.     Make 'virtual' service brilliant customer service

4.     Use the 'emotional scale' to create loyalty and trust

5.     Read between the lines – silence is never golden!

6.     How to handle any complaint

7.     How to s ay no and still keep the customer

8.     How to offer more

9.     Seven ways to wow your customers

Conclusion

Index