Award-winning, best-selling, quick, easy-to-read customer service and sales guidebook to help employers and employees instantly delight customers and dramatically increase sales or donations! Smile is a crash course (read it in 60-minutes or less) in customer service and sales (and fundraising). Packed with invaluable tips and advice, Smile’s simple, practical approach will help you sell more, starting today. A quick, 60-minute read, it could easily be the best one-hour gift you ever give yourself or your employees. Winner of six awards. You can read straight through or consult the Table of Contents to find the tips you most need to work on. If you’re using this book to train new employees or current staff, choose one or two customer service or sales concepts to practice each day or each week – it’s easy to implement! Don’t have a training program or training manual? Let Smile be your trainer! Create profitable, lifelong customers in 60 minutes or less! Smile is perfect for young people too. Young people can use the book to help prepare for a job, or to get a head start in their business career.
Smile: Sell More with Amazing Customer Service. The Essential 60-Minute Crash Course
Pinned on August 21, 2013 at 2:55 am by Jessica Buckley
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IndieReader Review Author Kirt Manecke offers what he dubs “The Essential 60-Minute Crash Course” in a slender paperback sporting a sharp-looking cover in blue with yellow highlights of the word `Smile’.The text layout of the pages is equally clean and eye-catching, while the content on how to improve customer service is concise and persuasive.The book is broken up into five, easy to read chapters with each double page layout offering concise information for each skill and tip, while text boxes highlight crucial points and fact. There are also numerous references to well known authors in the customer service field, such as Malcolm Gladwell and his best selling book, BLINK.Though touted as a customer service tool, much of Manecke’s advice is based on common sense social etiquette, effective communication skills and basic psychology that makes SMILE appealing and relevant to a vast audience ranging from employees and employers, high school students to high level business people, from sales staff to teachers to anybody that has a job requiring human interaction.Some of the basic skills included involve saying “please” and “thank you,” acknowledging customers when they enter the store, listening actively and learning how to ask open ended questions that open the door for communication versus a “yes” or “no” answer. This advice is also adapted to allow for improvements during online communication, with the biggest advice being to spell check and proofread emails, which reflect the same courtesy, respect and consideration for the customer as attentive, effective in-person communication.SMILE’s easy-to-use format and well-rounded content makes it this book a informative source for those wanting to brush up on their social skills, a nice companion to an existing training program or a simple strategy for a small company to follow, or a foundation on which to build a customer service program.SMILE is an efficiently organized, instructional and informative guide that, though designed to improve sales by improving customer service, also serves as a tool for improving general communication skills and strategies.Reviewed by Maya Fleischmann for IndieReader
This is one of the best resources available to quickly train a large customer service staff. The book is a quick read and contains proven techniques for closing new clients and maintaining current customers. Manecke has been able to present all the essentials in a quick and engaging fashion.If you are a Service Desk manager and need to quickly train a staff of 100+ customer service representatives, Manecke’s book is a great resource. Your staff will be able to quickly understand and apply the material which will translate into improved customer service metrics for your company.