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Customer Service : A Practical Approach,9780131989375

Customer Service : A Practical Approach

by
Edition:
5th
ISBN13:

9780131989375

ISBN10:
0131989375
Format:
Paperback
Pub. Date:
1/1/2010
Publisher(s):
Prentice Hall
List Price: $56.80
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Summary

For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Fourth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

Table of Contents

Preface xiii
About the Author xvii
What Is Customer Service?
1(13)
Customer Service Is Important!
2(1)
What Is Customer Service?
2(1)
Understanding of Satisfaction
2(1)
Why Is Excellent Customer Service so Rare?
3(2)
Five Needs of Every Customer
5(1)
External and Internal Customers
6(2)
Customer Attributes
8(1)
Cost of Losing a Customer
8(6)
The Challenges of Customer Service
14(15)
Elements of Success
15(1)
Barriers to Excellent Customer Service
15(1)
Power of Perceptions
16(1)
Understanding Expectations
16(1)
Levels of Expectations
17(1)
Scope of Influence
18(1)
Reputation Management
19(1)
Techniques for Exceeding Customers' Expectations
20(1)
Keys to Credibility
21(1)
Importance of Values
21(1)
Ethics in Customer Service
22(1)
Current Status of Customer Service
23(1)
New Trends in Customer Service
24(5)
Problem Solving
29(22)
Role of Problem Solving in Customer Service
30(1)
Creativity and Problem Solving
31(1)
Problems As Opportunities
31(1)
Confronting Conflict
31(1)
Problem-Solving Process
32(3)
Problem-Solving Strategies
35(6)
Developing Negotiation Skills
41(3)
Professional Approaches to Apologizing and Conveying Bad News
44(1)
Barriers to Problem Solving and Decision Making
45(1)
Importance of Follow-Up in Problem Solving
46(5)
Strategy for Formulating a Plan for Success
51(12)
Why a Strategy?
52(1)
Planning
52(1)
Importance of Infrastructure
52(1)
Culture
53(1)
High-Touch and Low-Touch Customers
54(1)
Consumption Behavior
55(2)
Segmentation of Your Market
57(1)
Development of a Strategy
58(5)
Empowerment
63(9)
What is Empowerment?
64(1)
Importance of a Mission and Purpose Statement
64(1)
Empowerment = Opportunity
64(1)
Examples of Empowerment
65(1)
Steps to Empowering Customer Service Providers
65(1)
Coproduction of Customer Service
66(1)
Why Coproduction Works
67(1)
Design of Systems
68(1)
Guidelines for System Design
68(4)
Communications in Customer Service
72(15)
What is Communication?
73(1)
Building Customer Intelligence
73(1)
Methods of Communication
74(1)
Listening
74(2)
Voice Inflection As a Customer Service Tool
76(1)
Telephones and Customer Service
77(1)
Words to Use/Words to Avoid
78(1)
Power Phrases
79(1)
Power of Eye Contact
79(1)
Appeal to the Senses in Communication
80(1)
Communication and Technology
80(7)
Coping with Challenging Customers
87(17)
Who are Challenging Customers?
88(1)
Why are Customers Challenging?
88(1)
Are You Creating Challenging Customers?
89(1)
Characteristics of Challenging Customers
90(6)
Respect: A Classic Idea That Still Works!
96(1)
Understanding the Positive Power of Empathy
97(1)
Responsibility Check
97(1)
What to Do When You Are Wrong
98(1)
Six Super Ways to Cope With Challenging Customers
99(1)
Payoffs of Coping with Challenging Customers
99(5)
Motivation
104(15)
What is Motivation?
105(1)
Needs and Wants
106(1)
Motivating Factors
107(1)
Understanding of Morale
108(1)
Self-Concept and Motivation
109(5)
Power of Self-Motivation
114(1)
Teamwork
115(1)
Methods of Saying Thank You and Motivating Others
115(4)
Leadership in Customer Service
119(17)
Leadership Defined
120(1)
Know Thyself
121(1)
Formal and Informal Leaders
122(1)
Coach or Counselor
123(1)
Characteristics of Excellent Leaders
124(1)
Leadership and Goals
125(2)
Creation of a Customer Service Culture
127(1)
Benefits of Job Aids
127(2)
Leadership without Position
129(1)
Your Boss Is Your Customer Too!
130(6)
Customer Retention and Measurement of Satisfaction
136(14)
What is Customer Retention?
137(1)
Value of Existing Customers
137(2)
Understanding Churn
139(1)
How to Tell If You Need to Improve Your Customer-Retention Programs
139(1)
Development of a Customer-Retention Program
140(1)
Measurement of Satisfaction
141(2)
Sources of Information
143(1)
Benefits of Measuring Your Effectiveness
144(1)
Tips for Realistically Determining Your Effectiveness
145(1)
Why Surveys Do Not Always Reflect Reality
145(1)
Ideas for Evaluating Your Own Performance
146(1)
What Measurement of Satisfaction Means to Your Business
147(3)
Technology and Customer Service
150(12)
Today's Changing Marketplace
151(1)
Understanding the Customer of the Twenty-First Century
151(1)
Embracing New Technologies
152(1)
Call Centers
153(2)
Customer Service Over the Internet
155(3)
Enhancing Service Experiences and Building Customer Loyalty
158(4)
Excellence in Customer Service
162(3)
Excellence Is the Goal
163(1)
Getting Started
163(1)
Rewards of Providing Excellent Customer Service
163(2)
Glossary 165(3)
Index 168


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