Breakthrough Customer Service Best Practices of Leaders in Customer Support

by Brown, Stanley A.

• ISBN13: 9780471642329
• ISBN10: 0471642320
• Edition: 1st
• Format: Hardcover
• Copyright: 1997-10-13
• Publisher: Wiley

Summary

Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."

Author Biography

About the Editor STANLEY A. BROWN is the Partner in Charge of Coopers & Lybrand’s International Centre of Excellence in Customer Satisfaction. The Centre works with organizations to enhance revenue and improve profitability through a focus on processes that touch the customer. He is a frequent speaker on the topic of customer service, and writes regularly for newsletters and magazines, including Sales and Marketing Management and ICSA News. He is the author of three previous books: What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers (Wiley, 1995), Total Quality Service, and Creating the Service Culture.

Table of Contents

Preface	xi	(6)
Acknowledgements	xvii
PART ONE: Best Practices in Creating a Strategic Approach to Customer Service	1	(54)
Overview	3	(2)
Chapter 1 Customer Service as a Basis for a Breakthrough Business Strategy	5	(14)
Michael Hanley, Coopers & Lybrand, Chicago, IL
Chapter 2 The Secrets of Improvement-Driven Organizations: Initiating and Sustaining Quality Improvement	19	(16)
Stephen L. Yearout, Coopers & Lybrand, Arlington, VA
Chapter 3 Why Take a Best Practices Approach? Creating Added Value for Customers	35	(8)
Hugh Bolton, FCA, Coopers & Lybrand, Toronto, ON
Chapter 4 There Must Be Fire! The Importance of Leadership and Management Support	43	(6)
Jerry L. Fritz, Management Institute, School of Business, University of Wisconsin-Madison, Madison, WA
Chapter 5 A Leader's Perspective on Becoming Customer-Driven	49	(6)
E.J. Kahn III, Boston, MA
PART TWO: Best Practices in Creating and Using Measurements and Standards to Achieve Excellence in Customer Service	55	(70)
Overview	57	(2)
Chapter 6 Mission Critical Measurement: Developing and Using Corporate Performance Indicators	59	(10)
Peter Lawton, Coopers & Lybrand, Toronto, ON
Chapter 7 Measuring Customer Satisfaction Effectively	69	(14)
David Wilkerson, DBA, Coopers & Lybrand, Arlington, VA
Chapter 8 Beware! Success Often Breeds Failure: How to Celebrate Success	83	(8)
Chris Daffy, London, UK
Chapter 9 Customer Complaints: Are You Getting Enough?	91	(10)
Joel Rosen, Horwath Consultants Canada, Toronto, ON
Chapter 10 The Eastman Kodak Company: Benchmarking for Success	101	(10)
A. Turgud (Turk) Enustun, Eastman Kodak, Rochester, NY
Karri E. Givens, Coopers & Lybrand, Toronto, ON
Chapter 11 Using Benchmarking to Focus on the Customer: A Bell Canada Case Study	111	(14)
Vicki J. Powers, American Productivity & Quality Center, Houston, TX
PART THREE: Best Practices in Achieving Process Improvement	125	(66)
Overview	127	(6)
Chapter 12 Laying the Groundwork for Successfully Implementing Process Improvement	133	(12)
Sandip Patel, Coopers & Lybrand, Boston, MA
Chapter 13 A Differentiated Approach to Customer Service: Not All Customer Segments Require the Same Service	145	(8)
Stanley Brown
Sharad Verma, Coopers & Lybrand, Toronto, ON
Chapter 14 Outsourcing Customer Care: Are There Other Alternatives?	153	(12)
Tudor Negrea
Lorne Severs, Coopers & Lybrand, Toronto, ON
Chapter 15 Management Control Systems: How to Control Internal and Outsourced Service Providers	165	(14)
Suresh Gupta
Jay Singh
Robert Largey, Coopers & Lybrand, New York, NY
Chapter 16 The Benefits of ISO Certification	179	(12)
Larry L. Brandt, CCSE, AMP Incorporated, Harrisburg, PA
PART FOUR: Best Practices in Using Technology to Achieve Breakthrough Customer Service	191	(82)
Overview	193	(6)
Chapter 17 How Technology Can Help You Hear the Voice of the Customer: Assessing Current and Future Customer Needs	199	(10)
Christina Luik, Coopers & Lybrand, Toronto, ON
Chapter 18 Why Fewer Customer Support Centres Are Better: KeyCorp Case Study	209	(8)
Joan Berish
Carolyn Leist, KeyCorp, Cleveland, OH
Natasha Milijasevic, Coopers & Lybrand, Toronto, ON
Chapter 19 Achieving Your Vision: The Role of Technology in Enabling and Integrating the Enterprise	217	(16)
Joe Kulak, New York, NY
Chapter 20 Computer Telephony Integration in Action: How Some Companies--and Customers--Are Benefiting	233	(14)
Fred Gallagher, TKM Communications, Markham, ON
Chapter 21 Leveraging Technology to Create Strategic Advantage: An Eaton Credit Case Study	247	(6)
Susan Miller
Jacqui Thomson, Nortel (Northern Telecom) Canada, Brampton, ON
Chapter 22 Top Eight Keys to Creating a Customer-Focused Database	253	(10)
Pat Finerty, Coopers & Lybrand, Toronto, ON
Chapter 23 Are You Ready for Electronic Commerce?	263	(10)
Stanley Brown, Coopers & Lybrand, Toronto, ON
Doug MacCallum, Ironside Technologies, Toronto, ON
PART FIVE: Best Practices in Workforce Management: The Importance of the People Factor	273	(74)
Overview	275	(4)
Chapter 24 Empowering Customer Service Representatives: High-Performance Work Teams in a Customer Service Environment	279	(6)
John E. Kressaty
S.C. Johnson Wax, Racine, WI
Chapter 25 Developing Employees Who Can Deliver Best Practices in Customer Service	285	(10)
Susan M. O'Dell
Joan A. Pajunen, Service Dimensions Inc., Toronto, ON
Chapter 26 How Cross-Functional Teams Are Making Their Mark on Customer Support Centres...and the Bottom Line	295	(12)
Bob Parks
Alexandra Lang, Kaset International, Tampa, FL
Chapter 27 Leading a Customer-Focused Organization	307	(12)
John A. Daly, University of Texas, Austin, TX
Chapter 28 Using Qualitative Performance Measurement to Achieve Performance Improvement	319	(14)
Jack A. Green, Entretel Incorporated, Oakville, ON
Chapter 29 The Role of the Knowledge Worker in Customer Care	333	(14)
Sandip Patel, Coopers & Lybrand, Boston, MA
PART SIX: Bringing It All Together: Best Practices of Industry Leaders	347	(74)
Overview	349	(4)
Chapter 30 Best Practices of Leaders in Financial Services: Tomorrow's Leading Retail Banks	353	(12)
Bill Bound
Rupert Taylor, Coopers & Lybrand, London, UK
Chapter 31 Best Practices of Leaders in the Public Sector	365	(12)
Ian D. Littman, Coopers & Lybrand, Arlington, VA
Chapter 32 Best Practices of a Leader in the Hospitality Industry: The Ritz-Carlton Hotel Company	377	(12)
Pat Mene, Ritz-Carlton, Atlanta, GA
Natasha Milijasevic, Coopers & Lybrand, Toronto, ON
Chapter 33 Best Practices of a Leader in the Airline Industry: British Airways: The Four Corners of Loyalty	389	(8)
Charles R. Weiser, British Airways, London, UK
Chapter 34 Best Practices of a Leader in Database Marketing: Travelers Indemnity Corporation	397	(6)
The Cowles/Simba Report on Database Marketing, Stamford, CT
Chapter 35 Best Practices of a Leader in Transportation: Roberts Express: Focusing on the Customer Through Technology	403	(10)
Vicki Powers, American Productivity & Quality Center, Houston, TX
Chapter 36 Best Practices of a Leader in Banking: Building Tomorrow's Retail Bank Today: Banking: mbanx, Division of Bank of Montreal Group of Companies	413	(8)
Jeffrey S. Chisholm, mbanx, Toronto, ON
Appendix One: References	421	(6)
Appendix Two: Subject/Chapter Index	427	(2)
Appendix Three: Index of Contributors	429