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Customer Service: Career Success Through Customer Satisfaction (NetEffect Series),9780131779969

Customer Service: Career Success Through Customer Satisfaction (NetEffect Series)

by
Edition:
3rd
ISBN13:

9780131779969

ISBN10:
0131779966
Format:
Paperback
Pub. Date:
1/1/2005
Publisher(s):
Prentice Hall
List Price: $43.60
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Summary

KET BENEFIT: This book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty. The coverage includes positive attitude, customer turnoffs, dissatisfied customers, customer expectations, customer loyalty, winning telephone techniques, and more. This book is for employees and managers of customer service departments and human resource training departments.

Table of Contents

Preface vii
1 Foster Positive Attitudes
Recognizing the Role of Customer Service in Your Success
Understand That No One Succeeds Without Customer Satisfaction
3(1)
Recognize All the Players: Customers by Any Other Name...
4(1)
Strive to Create Customer Partnerships
4(2)
Get and Keep Customers
6(1)
Recognize the Good News and Bad News About Customer Service
7(1)
Calculate the Terrible Cost of the Lost Customer
7(4)
Recognize the Challenge of Translating Slogans and Good Intentions into a Strategy
11(1)
Know Why Service Is Important to You-Yes, You!
12(1)
Strive for the Ultimate Coal: Customers for life
13(3)
A Final Thought
16(1)
Summary
16(1)
Key Concepts
17(1)
Self-Test Questions
17(1)
Application Activity
18(2)
2 Recognize and Deal with Customer Turnoffs
The Customer Keeps Score
Be Aware That Everyone Has Pet Peeves About Service
20(2)
Recognize That the Little Things Mean Everything
22(2)
Identify Three Categories of Customer Turnoffs
24(5)
Get Your Customers Beyond the "Zone of Indifference"
29(1)
Value Service Recovery
30(1)
Recognize the Emotional Element in Service Excellence
31(1)
Loyalty Comes from Customers' Awareness That Service Is Your Business
32(1)
Earn Your Customer's Loyalty
32(1)
Recognize and Eliminate Your Customer's Turnoffs
32(6)
A Final Thought
38(1)
Summary
39(1)
Key Concepts
40(1)
Self-Test Questions
40(1)
Application Activity
40(4)
3 Deal with Dissatisfied Customers
Here's an Opportunity for You
Maintain a Healthy Customer Retention Attitude
44(2)
Develop Your Recovery Skills
46(2)
Understand What Happens if the Customer Is Still Not Satisfied
48(1)
Look Back and Learn from Each Situation
49(1)
Handle the Occasional Customer from Hell
49(3)
Handle a Nasty Complaint Letter
52(1)
Use the 3 F's (Feel, Felt, Found) to Disarm the Upset Customer
52(1)
Use Human Relations Skills to Convey Appropriate Tone
53(5)
Understand That Assertive Behavior Is Not Aggressive Behavior
58(3)
A Final Thought
61(1)
Summary
61(1)
Key Concepts
61(1)
Self-Test Questions
62(1)
Application Activity
62(6)
4 Exceed Customer Expectations
The Master Key Called A-Plus
Stay Close to Your Customers
68(1)
Understand Why Customers Do What They Do
69(5)
Understand Why A-Plus Leads to Customer Retention
74(2)
Recognize the Positive Side of Equity Theory
76(1)
Learn to Understand What Customers Anticipate
77(1)
Strive to Exceed Customer Expectations
78(1)
Innovate with the Six A-Plus Opportunities: VISPAC
79(8)
Recognize Where Good A-Plus Ideas Come From
87(1)
A Final Thought
88(1)
Summary
88(1)
Key Concepts
89(1)
Self-Test Questions
89(1)
Application Activity
89(9)
5 Use Behaviors that Win Customer Loyalty
It's What You DO
Recognize That Anything Can Convey a Message
98(1)
Understand Behavior and Personality Factors That A-Plus Customers
99(1)
Know Which Individual Behaviors Can Convey Personality
99(11)
Recognize Organizational Behaviors That Convey the Culture
110(8)
A Final Thought
118(1)
Summary
118(1)
Key Concepts
119(1)
Self-Test Questions
119(1)
Application Activity
119(5)
6 Apply Winning Telephone Techniques
Use Phone Responsiveness to Create Customer Loyalty
Know the Benefits and Drawbacks of Telephone Communication
124(2)
Apply These Action Tips for Better Telephone Usage
126(15)
A Final Thought
141(1)
Summary
141(1)
Key Concepts
141(1)
Self-Test Questions
141(1)
Application Activities
141(5)
7 Use Web Sites to Build Customer Loyalty
Tap Into the Miracle of the Internet
What Is Web-Based Customer Service?
146(1)
Understand the Categories of Web-Enabled Customer Service
147(2)
Recognize the Business Case for "Webifying" Customer Service
149(2)
Apply the Top 10 Action Tips for Avoiding e-Service Problems
151(6)
A Final Thought
157(1)
Summary
158(1)
Key Concepts
158(1)
Self-Test Questions
159(1)
Application Activity
159(4)
8 Use Written Messages to Boost Customer Satisfaction and Loyalty
Writing Can Create Valuable Ties
Apply These Action Tips When Using Goodwill Messages
163(1)
Use Sales Follow-up Letters and E-mails
164(2)
Use Routine Informative Messages
166(2)
Follow Three General Guidelines for Routine Messages
168(1)
Write Appreciation Messages
168(1)
Write Congratulations or Recognition Messages
169(1)
Express Sympathy or Condolences in Writing
169(1)
Adhere to a General Pattern in Goodwill Messages
170(1)
Create Goodwill for the Organization Through News Releases
170(2)
A Final Thought
172(1)
Summary
173(1)
Key Concepts
173(1)
Self-Test Questions
173(1)
Application Activities
174(2)
9 Get Others to Give Great Service
Roles of the Supervisor, Manager, or Leader
Do the Work of Management
176(1)
Understand the Key Functions of Management
176(2)
Recognize How Good Management Requires Good Communication
178(1)
Recognize That Customers Like Organizations That Communicate Well
179(1)
Remember That the Customer Determines Communication Success
180(1)
Employ Specific Management Functions for Customer Service
181(6)
Manage with Questions
187(1)
Spend Time to Instruct and Motivate Employees
188(1)
Express Approval to Create Worker Motivation
188(1)
Use the Psychology of Change
188(2)
Use Appropriate Praise and Criticism
190(1)
Give Clear Instructions
190(3)
Initiate and Sustain an A-Plus Customer Loyalty Strategy
193(4)
A Final Thought
197(1)
Summary
197(1)
Key Concepts
198(1)
Self-Test Questions
198(1)
Application Activity
198(5)
10 Understand the Future of Customer Loyalty
Changing Conventions in Customer Service
Understand the Technology Shifts for the New Future
203(2)
Recognize Emerging Trends in Customer Service Technology
205(5)
Recognize the Social and Economic Shifts for the New Future
210(1)
Use the New Media for a One-to-One Future
210(1)
Explore Customer Relationship Management (CRM) and Customer Strategy Solutions
211(1)
Employ a Customer Strategy
212(1)
Use Contact Management Systems
212(1)
Use Interactivity Options Now Available
213(1)
Use Media Breakthroughs to Allow Better One-to-One Communication
214(1)
Apply Relationship Marketing: The Only Way to Survive in the Future
214(2)
Cain Customer Share, Not Market Share
216(1)
A Final Thought
217(1)
Summary
218(1)
Key Concepts
218(1)
Self-Test Questions
219(1)
Application Activity
219(2)
Appendix: How to Lead or Participate in an A-Plus Idea-Generating Meeting 221(7)
Index 228


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