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9780757501098

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

by
  • ISBN13:

    9780757501098

  • ISBN10:

    0757501095

  • Format: Nonspecific Binding
  • Copyright: 2010-08-16
  • Publisher: Kendall-Hunt
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List Price: $42.50

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

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