Customer Service: A Practical Approach

by Harris, Elaine K.

• ISBN13: 9780130826657
• ISBN10: 0130826650
• Edition: 2nd
• Format: Paperback
• Copyright: 1999-09-01
• Publisher: Prentice Hall

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