Customer Service: Career Success Through Customer Loyalty
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Customer Service: Career Success through Customer Loyalty, 5e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition is reorganized so it is easy to see how key concepts fit together. New information is included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that exceeds customer expectations and creates loyalty and success.
1. Know Why Service MattersPART 1: LITTLE THINGS2. Use Behaviors That Engage Your Customers3. Listen to Your Customer (a Big “little thing”)4. Use the Telephone Well for Good Service5. Use Friendly Web Sites and Electronic CommunicationPART 2: INSIGHTS6. Recognize and Deal with Customer Turnoffs7. Insight into Emerging Trends in Customer ServicePART 3: FEEDBACK8. Get Customer Feedback9. Recover the Potentially Lost CustomerPART 4: EXPECTATIONS10. Exceed Customer Expectations with Value11. Exceed Customer Expectations with Information12. Exceed Customer Expectations with Convenience and TimingPART 5: LIVING LIFE13. Dealing with Emotional Labor14. Get Employees to Give Great Service
