Best Practices in Customer Service

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AMACOM Div American Mgmt Assn
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Contents

Customer Service Value and the Systems View
3
Traveling the Highway to Wow Service
10
Quantifying the Impact of Great Customer Service on Profitability
17
Delighting Your Customers Creating WorldClass Service
30
Customer Retention and the Stages After the Sale
38
Practical Models for Managing Customer Service
53
How to Create a Plan to Deliver Great Customer Service
55
Building a Picture of Perfect Service
67
Beyond Loyalty Inspiring Customers to Brag
214
Customer Service Sort Cards A Training Exercise
222
Strategies That Foster Customer Loyalty
240
The Care and Handling of the Mature Market
249
Customer Surveys That Deliver Actionable Information
264
Customer Problems and Problem Customers
277
Service Recovery Turning Oops Into Oppertunity
279
Cooling the Customer With HEAT
289

Standards for Service From Countability to Accountability
88
What Customers Really Want How That Affects What Service to Deliver
96
Customers Care When They Share How to Nurture Loyalty Through Inclusion
104
Training for Success Through Service How Delta Air Lines Does It
109
Practical Methods for Leading Customer Service
117
Authentic Coaching Getting the Best From Customer Service Providers
119
Unleashing the Power of Customer CARE in Your Organization
128
How to Let Customer Value Drive Customer Problem Solving
136
Customer Service on the Front Line
149
Six Tools for Improving How You Deliver Service to Customers
151
Maintaining Superior Customer Service During Periods of Peak Demand
162
Creating the Sounds of Quality Delivering Great Service on the Telephone
171
ProblemSolving Tips for Telephone Representatives
185
CustomerSensitive Automated Response Systems
194
Improving Customer Service Strategies and Techniques
203
The Ten Practices of Exceptional Service
205
Customer Service on the Internet
295
The World Wide Web Was Made for Customer Service
297
Using the Internet to Measure Customer Satisfaction and Loyalty
305
Internet SelfService Support Beyond Search Engines to Smart Answers on the Net
318
Customer Service and the Rest of the Organization
329
Coordinating Services Across Functional Boundaries The Departure Process at Southwest Airlines
331
Swing With Your Trapeze Buddy Working Together Internally to Serve External Customers
339
The CompanyWide SalesFocused Organization
350
Customer Service A Key to Innovation Success
354
Great Internal Service Creates Great External Service
366
Benchmarking Your Customer Service Operations With Findings From the 1996 ICSA Benchmarking Study
385
Magazines Journals and Newsletters That Deal With Customer Service
395
Customer Service Resources on the Internet
401
Directory of Contributors
411
Copyright

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Page 4 - ... that the key to achieving organizational goals consists in determining the needs and wants of target markets and delivering the desired satisfactions more effectively and efficiently than competitors.
Page 3 - Thus marketing, through its studies and research, will establish for the engineer, the designer and the manufacturing man what the customer wants in a given product, what price he is willing to pay, and where and when it will be wanted. Marketing would have authority in product planning, production scheduling and inventory control, as well as in the sales distribution and servicing of the product.
Page 4 - According to the marketing concept, an organization should try to satisfy the needs of customers or clients through a coordinated set of activities that, at the same time, allows the organization to achieve its goals.
Page 3 - GE reported that the concept . . . introduces the marketing man at the beginning rather than at the end of the production cycle and integrates marketing into each phase of the business.

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