Overcoming the Customer Service Syndrome: A Practical Guide to Managing Customer Service

by COLLINS, GALEN R

• ISBN13: 9780757501098
• ISBN10: 0757501095
• Format: Nonspecific Binding
• Copyright: 2010-08-16
• Publisher: Kendall-Hunt

Table of Contents

Preface	vii
1. The Customer Service Syndrome	1	(12)
Definition	2	(1)
History	2	(2)
American Customer Satisfaction	4	(1)
Customer Service Syndrome in Action	5	(4)
Disrespect	5	(2)
Disobedience	7	(1)
Dishonesty	8	(1)
Destruction	8	(1)
Disengagement	8	(1)
Culture and the Customer Service Syndrome	9	(2)
Learning Activities	11	(1)
References	12	(1)
2. Service Professionals: The Frontline Troops	13	(26)
Customer Responsiveness	14	(1)
Service Professional Philosophy	15	(6)
Belief 1: Effective Service Professionals Require Emotional Intelligence Skills	15	(2)
Belief 2: Systems Do Not Foster Relationships, People Do	17	(1)
Belief 3: Attracting, Retaining and Motivating Service Professionals Requires a Positive and Fun Work Environment	18	(1)
Belief 4: Low Employee Turnover Is Possible and Necessary for Delivering Reliable and Quality Customer Service	18	(2)
Belief 5: Emotional and Financial Investments in Service Professionals Help a Business Maximize Its Return on Investment and Win the War Against CSS	20	(1)
Service Professionals Speak Out	21	(10)
Customer Demands and Expectations	22	(2)
Customer Emotions and Behaviors	24	(2)
Dealing with Customers and Stress	26	(2)
Stories about Incidents with Customers	28	(3)
Learning Activities	31	(6)
References	37	(2)
3. Overcoming CSS Begins with an Action Plan	39	(14)
Action Plan Steps	41	(6)
Step 1: Assess the Current Impact of CSS	42	(1)
Step 2; Establish CSS Benchmarks	42	(2)
Step 3: Identify and Implement Strategic Actions for Achieving Desired Outcomes	44	(1)
Step 4: Manage Change	44	(1)
Step 5: Promote Action	45	(1)
Step 6: Lead	46	(1)
The Resilient Organization	47	(3)
Embracing Really	48	(1)
Making Meaning in Difficult Times	48	(1)
Improvising	49	(1)
Learning Activities	50	(2)
References	52	(1)
4. Manage Expectations	53	(28)
Reliability	55	(2)
If a Response Is Promised, It Must Happen According to the Specifications Directly or Indirectly Communicated to the Customer	56	(1)
The Service Guarantee Should Be Specific and Void of Puffery	56	(1)
Service Professionals Must Be Properly Trained	56	(1)
Responsiveness	57	(6)
Empower Service Professionals to Perform Tasks and Make Decisions	57	(1)
Provide Customer with Specific Times for Service Accomplishments	58	(1)
Establish Service Standards for Routine and Recurring Tasks	59	(1)
Educate Customers on the Best Methods for Accessing Service Information or Handling Service Requests	60	(3)
Assurance	63	(6)
Always Tell Customers the Truth	63	(2)
Carefully Change Business Rules	65	(1)
Be a Good Corporate Citizen	65	(1)
Establish Credibility	66	(3)
Empathy	69	(6)
Build Emotional Muscle	69	(1)
Prepare for Complainers	70	(4)
Treat Everyone with Respect	74	(1)
Tangibles	75	(6)
Provide Realistic and Accurate Physical Images and Descriptions in All Communication Mediums	76	(1)
Create Comfortable Customer Service Areas	76	(1)
Learning Activities	77	(3)
References	80	(1)
5. Build Employee Allegiance	81	(28)
Be the Employer of Choice	82	(4)
Trait Number 1	82	(1)
Trait Number 2	83	(1)
Trait Number 3	83	(3)
Leverage Employee Strengths	86	(1)
Make the Job More Rewarding	87	(4)
Skill Variety	87	(1)
Task Identity	88	(1)
Task Significance	88	(1)
Autonomy	89	(1)
Feedback	90	(1)
Promote Team Cohesion	91	(1)
Set Realistic Employee Expectations	92	(2)
Make New Employees Feel Welcome	94	(3)
During the First Day	94	(1)
During the First Week	94	(1)
During the First Month	95	(1)
During the First Three Months	95	(2)
Encourage Informal Employee Gatherings	97	(1)
The Customer Is Not Always Right	97	(2)
Design Usable Customer Service Delivery Systems	99	(5)
Reducing Eye Fatigue	100	(1)
Avoiding Unnatural Body Positions	100	(1)
Creating a Productive Work Environment	101	(3)
Learning Activities	104	(2)
References	106	(3)
6. Hire the Right Employees and Leverage Their Natural Strengths	109	(20)
Systemize the Hiring Process	110	(1)
Select Appropriate Evaluation Criteria and Tools	110	(10)
Skills and Knowledge	111	(1)
Natural Tendency to Act	112	(7)
Personality	119	(1)
Quality Assurance Teams and the Kolbe Concept	120	(2)
Dealing with Change	122	(1)
Conclusion	123	(2)
Learning Activities	125	(3)
References	128	(1)
7. Daily Customer Service Journal	129	(32)
References	159	(2)
Index	161