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Related Topics: Business & Economics >> Customer Service

Best of Class: Building a Customer Service Organization,9781890009236

Other versions by this Author

Best of Class: Building a Customer Service Organization

Author(s): SHELTON KEN (ED)
ISBN10: 1890009237
ISBN13: 9781890009236
Format: Hardcover
Pub. Date: 9/1/1998
Publisher(s): Bookworld Services

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Table of Contents

Introduction

5

(2)

Ken Shelton

Section 1: Service Philosophy

7

(48)

Serving the One

9

(6)

Stephen R. Covey

Choosing Service Over Self-Interest

15

(6)

Peter Block

Being Customer-Need Driven

21

(4)

Darby Checketts

Getting to the Heart of Service

25

(4)

Joseph Grenny

Ten Commandments of Customer Service

29

(4)

Robert L. Lorber

Darlene Jameson

Beverly Battaglia

Customer Value

33

(6)

Karl Albrecht

Put Your People First

39

(4)

John Parker Stewart

The Key to Customer Loyalty

43

(4)

Leslie H. Wexner

The Meaning of Service

47

(4)

Charles E. Watson

Selective Service

51

(4)

Eugene L. Bryan

Section 2: Service Excellence

55

(56)

Achieving Service Excellence

57

(6)

Tom Peters

Service Excellence

63

(6)

Price Pritchett

Use the Profit Power of Customer Service

69

(6)

Paul R. Timm

Creating a Customer Focus

75

(4)

Richard C. Whiteley

In Customers We Trust

79

(4)

Chip R. Bell

Customer Relations Under Fire

83

(4)

Robert D. Dewar

Update Your Service Strategy

87

(4)

Grace Major

Ten Steps to Improved Service

91

(4)

Gary M. Heil

Richard Tate

Speed: The New Entitlement

95

(4)

Jack Burke

More Than Satisfaction: Building Customer Loyalty

99

(4)

Ed Yager

Building Customer Focus

103

(4)

Brian L. Joiner

Creating Raving Fans

107

(4)

Ken Blanchard

Section 3: Process Quality

111

(52)

Six Keys to Quality Service

113

(4)

Keith Bailey

Karen Dunn

The Core Value of Service

117

(4)

Keshavan Nair

Quality Service: More Than a Smile

121

(4)

Ken Myers

Jim Buckman

Four Keys to Service Performance

125

(4)

Stan Brown

Innovation Imperative

129

(4)

Charles Garfield

The Service Edge

133

(4)

Ron Zemke

Total Quality Service

137

(6)

Karl Albrecht

Delight Customers

143

(4)

Kirtland C. Peterson

Customer Dialogue

147

(4)

Kevin Daley

Reciprocal Relationships

151

(6)

Stephen R. Covey

Welcome Complaints

157

(4)

Janelle M. Barlow

Achieving Quality Through Customer Service

161

(2)

Kathy Welch

Section 4: Case Studies

163

(50)

Employees as Ambassadors

165

(2)

Edwin L. Artzt

Redefining the Role of Customer Service

167

(4)

Don Flamm

Unleashing Power

171

(4)

John E. Martin

World-Class Service

175

(4)

Robert O'Neal

Results Through Relationships

179

(4)

Bryan L. Kinnamon

Quality Service

183

(6)

Robert W. Schrandt

The Customer Is Always Right

189

(4)

Stew Leonard

Service Sells

193

(6)

Michael S. Dell

Strategy for Service, Disney Style

199

(6)

Terry Brinkoetter

Corporate Commitment to Customer Satisfaction

205

(4)

John J. Shields

Owning the Service Problem

209

(2)

Joseph V. Vittoria

Treating People Right

211

(2)

Dave Thomas

Section 5: Special Cases

213

(2)

Serving Disabled Customers

215

(4)

Frank Navran

Penny Zibula

Angry Customers

219

(4)

Albert J. Bernstein

Excess Service

223

(4)

W. A. Adams

Emil Bohn

Responsiveness: One Size Does Not Fit All

227

(2)

Karl Albrecht

Retaining Your Most Profitable Customers

229

(6)

Richard R. Shapiro

Service Recovery

235

(4)

Ron Zemke

Customers for Life

239

(2)

Lynda R. Paulson

Invisible Customers

241

(4)

Mark J. Warner

Customer Candor in Times of Emergency

245

Chip R. Bell

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