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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, 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.
In Customer Service: A Practical Approach, Harris develops:
(1) a thorough understanding of the customer service industry,
(2) a working knowledge of current trends and the ability to interpret those trends, and
(3) the fundamental abilities and strategies which lead to the successful implementation of customer service.
The text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the skills necessary to compete in it.
Table of Contents
|About the Author||p. xiv|
|What Is Customer Service?||p. 1|
|Customer Service Is Important!||p. 2|
|What Is Customer Service?||p. 2|
|Understanding of Satisfaction||p. 2|
|Why Is Excellent Customer Service So Rare?||p. 3|
|Five Needs of Every Customer||p. 5|
|External and Internal Customers||p. 6|
|Customer Attributes||p. 8|
|Cost of Losing a Customer||p. 8|
|The Challenges of Customer Service||p. 14|
|Elements of Success||p. 15|
|Barriers to Excellent Customer Service||p. 15|
|Power of Perceptions||p. 16|
|Understanding Expectations||p. 16|
|Levels of Expectations||p. 17|
|Scope of Influence||p. 18|
|Reputation Management||p. 19|
|Techniques for Exceeding Customers' Expectations||p. 20|
|Keys to Credibility||p. 21|
|Importance of Values||p. 22|
|Ethics in Customer Service||p. 23|
|Current Status of Customer Service||p. 23|
|New Trends in Customer Service||p. 24|
|Problem Solving||p. 29|
|Role of Problem Solving in Customer Service||p. 30|
|Creativity and Problem Solving||p. 31|
|Problems as Opportunities||p. 31|
|Confronting Conflict||p. 31$$ Page mi|
|Power of Eye Contact||p. 80|
|Appeal to the Senses in Communication||p. 80|
|Communication and Technology||p. 80|
|Coping with Challenging Customers||p. 89|
|Who Are Challenging Customers?||p. 90|
|Why Are Customers Challenging?||p. 90|
|Are You Creating Challenging Customers?||p. 91|
|Characteristics of Challenging Customers?||p. 92|
|Respect: A Classic Idea That Still Works!||p. 98|
|Understanding the Positive Power of Empathy||p. 99|
|Responsibility Check||p. 99|
|What to Do When You Are Wrong||p. 100|
|Six Super Ways to Cope with Challenging Customers||p. 101|
|Payoffs of Coping with Challenging Customers||p. 101|
|What Is Motivation?||p. 107|
|Needs and Wants||p. 108|
|Motivating Factors||p. 109|
|Understanding of Morale||p. 110|
|Self-Concept and Motivation||p. 111|
|Power of Self-Motivation||p. 116|
|Methods of Saying Thank You and Motivating Others||p. 117|
|Leadership in Customer Service||p. 121|
|Leadership Defined||p. 122|
|Know Thyself||p. 123|
|Formal and Informal Leaders||p. 124|
|Coach or Counselor||p. 125|
|Characteristics of Excellent Leaders||p. 126|
|Leadership and Goals||p. 127|
|Creation of a Customer Service Culture||p. 129|
|Benefits of Job Aids||p. 129|
|Leadership Without Position||p. 131|
|Your Boss Is Your Customer Too!||p. 132|
|Customer Retention and Measurement of Satisfaction||p. 138|
|What Is Customer Retention?||p. 139|
|Value of Existing Customers||p. 139|
|Understanding Churn||p. 141|
|How to Tell If You Need to Improve Your Customer-Retention Programs||p. 142|
|Development of a Customer-Retention Program||p. 142|
|Measurement of Satisfaction||p. 143|
|Sources of Information||p. 145|
|Benefits of Measuring Your Effectiveness||p. 146|
|Tips for Realistically Determining Your Effectiveness||p. 147|
|Why Surveys Do Not Always Reflect Reality||p. 147|
|Ideas for Evaluating Your Own Performance||p. 148|
|What Measurement of Satisfaction Means to Your Business||p. 149|
|Technology and Customer Service||p. 153|
|Today's Changing Marketplace||p. 154|
|Understanding the Customer of the Twenty-First Century||p. 154|
|Embracing New Technologies||p. 155|
|Call Centers||p. 156|
|Customer Service over the Internet||p. 158|
|Enhancing Service Experiences and Building Customer Loyalty||p. 161|
|Excellence in Customer Service||p. 165|
|Excellence Is the Goal||p. 166|
|What's Happening in the "Real World?"||p. 166|
|Getting Started||p. 171|
|Rewards of Providing Excellent Customer Service||p. 171|
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