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Customer Service : A Practical Approach,9780130826657

Customer Service : A Practical Approach

by
ISBN13:

9780130826657

ISBN10:
0130826650
Format:
Paperback
Pub. Date:
9/1/1999
Publisher(s):
Prentice Hall
List Price: $60.00
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Summary

Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read text provides students with: (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 that lead to the successful implementation of customer service. A #1 training and reference resource for numerous companies, the text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the fundamental skills necessary to compete in it. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity.

Table of Contents

Preface ix
What Is Customer Service?
1(12)
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(1)
Five Needs of Every Customer
4(1)
External and Internal Customers
5(2)
Cost of Losing a Customer
7(1)
Skill Building: ``My Customer''
8(1)
Writing Compliment and Complaint Letters
9(3)
Opportunities for Critical Thinking
12(1)
The Challenges of Customer Service
13(12)
Elements of Success
14(1)
Barriers to Excellent Customer Service
14(1)
Power of Perceptions
14(1)
Understanding of Expectations
15(1)
Levels of Expectations
16(1)
Scope of Influence
17
Reputation Management
16(2)
Techniques for Exceeding Customers' Expectations
18(1)
Keys to Credibility
19(1)
Importance of Values
20(1)
Ethics in Customer Service
20(1)
Current Status of Customer Service
21(1)
New Trends in Customer Service
21(2)
Skill Building: Understanding Expectations
23(1)
Opportunities for Critical Thinking
24(1)
Problem Solving
25(20)
Role of Problem Solving in Customer Service
26(1)
Creativity and Problem Solving
26(1)
Problems as Opportunities
27(1)
Confronting Conflict
27(1)
Problem-Solving Process
28(2)
Problem-Solving Strategies
30(5)
Development of Negotiation Skills
35(4)
Professional Approaches to Apologizing and Conveying Bad News
39(1)
Barriers to Problem Solving and Decision Making
40(1)
Importance of Follow-Up in Problem Solving
41(1)
Skill Building: Problem Solving and Decision Making
42(1)
Opportunities for Critical Thinking
43(2)
Strategy and Formulating a Plan for Success
45(8)
Why a Strategy?
46(1)
Planning
46(1)
Importance of Infrastructure
46(1)
Culture
47(1)
High-Touch and Low-Touch Customers
48(1)
Segmentation of Your Market
49(1)
Development of a Strategy
49(1)
Skill Building: Time Management
50(2)
Opportunities for Critical Thinking
52(1)
Empowerment
53(8)
What Is Empowerment?
54(1)
Importance of a Mission and Purpose Statement
54(1)
Empowerment = Opportunity
54(1)
Examples of Empowerment
54(1)
Steps to Empowering Customer Service Providers
55(1)
Co-production of Customer Service
55(1)
Why Co-production Works
56(1)
Design of Systems
57(1)
Guidelines for System Design
57(1)
Skill Building: Creating Co-production
58(1)
Design of a New System
59(1)
Opportunities for Critical Thinking
60(1)
Communications in Customer Service
61(14)
What Is Communication?
62(1)
Building Customer Intelligence
62(1)
Methods of Communication
62(1)
Listening
63(1)
Voice Inflection as a Customer Service Tool
64(1)
Telephones and Customer Service
65(1)
Words to Use/Words to Avoid
66(1)
Power Phrases
66(1)
Power of Eye Contact
67(1)
Appeal to the Senses in Communication
68(1)
Communication and Technology
68(3)
Skill Building: Listening
71(2)
Opportunities for Critical Thinking
73(2)
Coping with Challenging Customers
75(14)
Who Are Challenging Customers?
76(1)
Why Are Customers Challenging?
76(1)
Are You Creating Challenging Customers?
77(1)
Characteristics of Challenging Customers
78(6)
Respect: A Classic Idea that Still Works!
84(1)
Understanding of the Positive Power of Empathy
84(1)
Responsibility Check
85(1)
What To Do When You Are Wrong
85(1)
Six Super Ways to Cope with Challenging Customers
86(1)
The Payoffs of Coping with Challenging Customers
86(1)
Skill Building: Coping with Challenging Customers
87(1)
Opportunities for Critical Thinking
88(1)
Motivation
89(14)
What Is Motivation?
90(1)
Needs and Wants
91(1)
Motivating Factors
91(1)
Understanding of Morale
92(1)
Self-Concept and Motivation
93(1)
Methods of Improving Self-Concept
94(1)
Ten Tips for Improving Self-Concept
95(3)
Power of Self-Motivation
98(1)
Teamwork
98(1)
Methods of Saying Thank You and Motivating Others
99(1)
Skill Building: Human Relations
100(1)
Prepare a Company Newsletter
101(1)
Opportunities for Critical Thinking
101(2)
Leadership in Customer Service
103(14)
Leadership Defined
104(1)
Knowledge of Yourself
105(1)
Formal and Informal Leaders
106(1)
Coach or Counselor
107(1)
Characteristics of Excellent Leaders
108(1)
Leadership and Goals
109(1)
Creation of a Customer Service Culture
110(1)
Benefits of Job Aids
111(2)
Leadership without Position
113(1)
Your Boss Is Your Customer Too!
113(1)
Skill Building: Leadership
114(1)
Opportunities for Critical Thinking
115(2)
Customer Retention and Measurement of Satisfaction
117(14)
What Is Customer Retention?
118(1)
Value of Existing Customers
118(1)
Understanding Churn
119(1)
How to Tell if You Need to Improve Your Customer Retention Program
120(1)
Development of a Customer Retention Program
121(1)
Measurement of Satisfaction
122(1)
Sources of Information
123(1)
Benefits of Measuring Your Effectiveness
124(1)
Tips for Realistically Determining Your Effectiveness
125(1)
Why Surveys Don't Always Reflect Reality
125(1)
Ideas for Evaluating Your Own Performance
126(1)
What Measurement of Satisfaction Means to Your Business
126(1)
Skill Building: Customer Retention
127(1)
Write Your Philosophy of Customer Service
128(1)
Opportunities for Critical Thinking
129(2)
Delivering Customer Service to the Changing Marketplace
131(6)
Today's Changing Marketplace
132(1)
Understanding the Customer of the 21st Century
132(1)
Embracing New Technologies
133(1)
Call Centers
134(1)
Customer Service Over the Internet
134(1)
Enhancing Service Experiences and Building Customer Loyalty
135(1)
Skill Building: Technology Training
136(1)
Opportunities for Critical Thinking
136(1)
Excellence in Customer Service
137(4)
Excellence Is the Goal
138(1)
Getting Started
138(1)
Rewards of Excellent Customer Service
138(3)
Glossary 141(5)
Sources of Other Information 146(1)
Index 147


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