Table of Contents
Preface ix
About the Author xiv
Chapter 1 What Is Customer Service? 1
Customer Service Is Important! 2
What Is Customer Service? 2
Understanding of Satisfaction 2
Why Is Excellent Customer Service So Rare? 3
Five Needs of Every Customer 5
External and Internal Customers 6
Customer Attributes 8
Cost of Losing a Customer 8
Chapter 2 The Challenges of Customer Service 14
Elements of Success 15
Barriers to Excellent Customer Service 15
Power of Perceptions 16
Understanding Expectations 16
Levels of Expectations 17
Scope of Influence 18
Reputation Management 19
Techniques for Exceeding Customers' Expectations 20
Keys to Credibility 21
Importance of Values 22
Ethics in Customer Service 23
Current Status of Customer Service 23
New Trends in Customer Service 24
Chapter 3 Problem Solving 29
Role of Problem Solving in Customer Service 30
Creativity and Problem Solving 31
Problems as Opportunities 31
Confronting Conflict 31$$ Page missing
Power of Eye Contact 80
Appeal to the Senses in Communication 80
Communication and Technology 80
Chapter 7 Coping with Challenging Customers 89
Who Are Challenging Customers? 90
Why Are Customers Challenging? 90
Are You Creating Challenging Customers? 91
Characteristics of Challenging Customers? 92
Respect: A Classic Idea That Still Works! 98
Understanding the Positive Power of Empathy 99
Responsibility Check 99
What to Do When You Are Wrong 100
Six Super Ways to Cope with Challenging Customers 101
Payoffs of Coping with Challenging Customers 101
Chapter 8 Motivation 106
What Is Motivation? 107
Needs and Wants 108
Motivating Factors 109
Understanding of Morale110
Self-Concept and Motivation 111
Power of Self-Motivation 116
Teamwork 117
Methods of Saying Thank You and Motivating Others 117
Chapter 9 Leadership in Customer Service 121
Leadership Defined 122
Know Thyself 123
Formal and Informal Leaders 124
Coach or Counselor 125
Characteristics of Excellent Leaders 126
Leadership and Goals 127
Creation of a Customer Service Culture 129
Benefits of Job Aids 129
Leadership Without Position 131
Your Boss Is Your Customer Too! 132
Chapter 10 Customer Retention and Measurement of Satisfaction 138
What Is Customer Retention? 139
Value of Existing Customers 139
Understanding Churn 141
How to Tell If You Need to Improve Your Customer-Retention Programs 142
Development of a Customer-Retention Program 142
Measurement of Satisfaction 143
Sources of Information 145
Benefits of Measuring Your Effectiveness 146
Tips for Realistically Determining Your Effectiveness 147
Why Surveys Do Not Always Reflect Reality 147
Ideas for Evaluating Your Own Performance 148
What Measurement of Satisfaction Means to Your Business 149
Chapter 11 Technology and Customer Service 153
Today's Changing Marketplace 154
Understanding the Customer of the Twenty-First Century 154
Embracing New Technologies 155
Call Centers 156
Customer Service over the Internet 158
Enhancing Service Experiences and Building Customer Loyalty 161
Chapter 12 Excellence in Customer Service 165
Excellence Is the Goal 166
What's Happening in the "Real World?" 166
Getting Started 171
Rewards of Providing Excellent Customer Service 171
Glossary 173
Index 176
