Bare Knuckle Customer Service: How to Deliver a Knockout Customer Experience and Hammer the Competition

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Cabal Group Limited, Aug 1, 2008 - Customer services - 176 pages
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Drawing on their own hard-won experience and modeling the best customer service principles today, Hazeldine and Norton strip customer service back to the bone to reveal the essential tools necessary to become customers' true champions.
 

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Contents

Customer Service Why Bother?
1
No One Said It Was Going To Be Easy
2
Can Customer Service Influence Your Company Profits?
3
Even More Reasons To Focus On Your Customer Service
6
Harness The Power Of Inertia
8
Todays Excellent Customer Service Is Tomorrows Average Customer Service
9
By The Inch Its A Cinch By The Yard Its Hard
10
If You Cant Be Different Be Different
11
Employee Skills Behaviours
67
Employee Mindset
69
The Top Ten Actions You Should Expect From Empowered Employees
71
Setting Customer Service Targets and Monitoring Your Performance
72
Best Practice Tips
75
Customer Service Metrics
76
Benchmarking
80
Key Messages from Chapter Eight
82

The Responsibility Rests With You
12
Customer Service Is Not Just For Big Corporations
13
Key Messages from Chapter One
14
Start Where You Want To End
15
Find Out What Your Customer Wants
19
Good Customer Service Emotions
20
Think In Terms Of Possibilities Not Probabilities
24
Key Messages from Chapter Two
25
The Lifetime Value of Your Customer
26
Key Messages from Chapter Three
28
Building a Customer Service Culture Strategy
29
Symbols
30
Power Structures
31
Building Implementing A Customer Service Strategy
33
The Bare Knuckle Customer Service Model
34
Key Messages from Chapter Four
37
Do You Have The Right People?
38
Hiring Firing
40
Raising The Bar
43
The Power Of Modelling
44
Key Messages from Chapter Five
46
Training Your People
47
Assess
48
Develop
49
Link Training To A Behavioural Model
52
Focus On MultiSensory Communication
54
Its Not Just What You Say That Matters
55
Speed Stuns
56
Key Messages from Chapter Six
57
Empowering Your People
58
The Bare Knuckle Empowerment Triangle
59
Process And Procedures
62
How To Deal With Customer Complaints
83
You Must Make It Easy For Customers To Complain
86
How To Deal With Customer Complaints
87
How To Manage Customer Complaints
90
Key Messages from Chapter Nine
96
Improving Then Maintaining Your Performance
97
The PDCA Cycle
98
Uses For PDCA
99
How To Use The PDCA Methodology
100
Key Messages from Chapter Ten
115
Maintaining Your Performance
116
The SDCA Process
117
Keep Turning The Wheels
119
Key Messages from Chapter Eleven
120
Call Centre Service
121
Segmentation
123
Technology
125
Benchmarking
128
Customer Relationship Management CRM
129
Management Operations of Your Centre
132
Key Messages from Chapter Twelve
133
To Outsource or Not To Outsource
134
What Form Of Outsourcing Should I Consider?
135
What Should I Look For In A Successful Partnership?
136
What Are The Top 7 Keys To Success In Partnership?
137
Key Messages from Chapter Thirteen
139
A Customer Service Strategy in Action
140
The 5 Most Stupid Things to Say To a Customer
144
Conclusion
146
Bibliography
147
About The Authors
148
Copyright

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About the author (2008)

Simon Hazeldine has worked with FTSE 100 companies and multi-national corporations as a salesman, sales trainer and sales manager. His negotiation skills training programmes have been used in 28 countries throughout the world. His first book in the series, Bare Knuckle Selling, achieved critical acclaim from his peers. Simon Hazeldine has a Masters Degree in the psychology and management of performance and is a Fellow of the Institute of Sales & Marketing Management. He is also Certified as a Master Practitioner and Trainer of NLP (Neuro Linguistic Programming).

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