Customer Service Solution Managing Emotions, Trust, and Control to Win Your Customer's Business

Name: Customer Service Solution Managing Emotions, Trust, and Control to Win Your Customer's Business
Price: 24.65 USD
Availability: InStock
ISBN: 9780071809931

ISBN-10: 0071809937

ISBN-13: 9780071809931

Edition: 2013

Authors: Sriram Dasu, Richard B. Chase

List price: $35.00

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Description:

Understand your customers' psychology—the key to improving their experience and driving your profitability.Most service firms advocate the mantra TLC—Think Like a Customer—in designing their service experiences. This is a good start, but where these firms fall short is that they don’t always understand the underlying psychology that determines how customers really do perceive a service.Based in part on research covered by the authors in Harvard Business Review, The Customer Service Solution helps you reevaluate your company’s approach to customer service, better influence customer perceptions, and transform service delivery with the strategic use of customer psychology.Sriram Dasu,…

Book details

List price: $35.00
Copyright year: 2013
Publisher: McGraw-Hill Education
Publication date: 7/17/2013
Binding: Hardcover
Pages: 240
Size: 6.30" wide x 9.20" long x 0.84" tall
Weight: 1.078
Language: English

Sriram Dasu, associate professor at the Marshall School of Business, University of Southern California, haswritten numerous articles on operations management andcontinues to publish in leading academic and professionaljournals nationwide.Richard B. Chase, Justin Dart Professor Emeritus,Marshall School of Business, University of SouthernCalifornia, is the coauthor of Operations and Supply Chain Management, which sold over a million copies and is now in its thirteenth edition, having been translated into 12 languages. He's widely acknowledged as one of the founders of the Service Operations Management field.

Richard B. Chase is Director of the Center for Operations Management Research and Education at USC. He is widely published in both books and academic journals and is considered one of the top service "gurus" in the field. He is on the Editorial Advisory Board of the Journal of Operations Management, an Advisor to Production and Operations Management journal, and a Fellow of the Decision Sciences Institute.



Preface


Acknowledgments



Customer Service Solutions: Leveraging Customer Psychology to Design Service Operations


Implicit Outcomes Are Important for Your Customers


Types of Knowledge Needed for Delivering Implicit Outcomes


Parsing the Service Encounter


It Is All About Your Customers' Perceptions


Factors That Shape Your Customers' Perceptions


A Scientific Approach to Delivering Great Experiences


Beyond the Encounter: Memory Management



Designing Emotionally Intelligent Processes


Emotions 101


Services Differ in Their Emotional Content


Emotions and Emotional Intelligence


Factors That Drive Your Customers' Emotions


Tiered Approach for Shaping Emotions


Designing Emotional Themes


Creating Processes to Deliver the Emotional Theme


Blueprints for Tracking Your Customers' Emotions


Segmenting Your Customers


Responding to Your Customers' Transaction History


A Limited Approach to Managing Emotions


Key Principles for Designing for Optimal Emotional Impact


Conclusion



Engendering Your Customers' Trust


Market Mechanisms for Reducing Risk for Your Customer


Benefits of Trust


Components of Trust


Whom Does Your Customer Trust: The Firm or the Employee?


Moments That Influence Trust


Cues to Trustworthiness Before the Encounter


Calculated Versus Blind Trust


Cues to Trustworthiness During the Encounter


Building Your Trust Fund


Key Principles for Building Trust



Shaping Your Customers' Perceptions of Control


Control Matters


Components of Control: Behavioral and Cognitive Control


Moments That Influence Your Customers' Perception of Control


Battles for Control


Allocating Control to Your Customer Through Choice


Allocating Control to Your Customer Through Self-Service


Framework for Sharing Control with Your Customers


Enhancing Your Customers' Perceived Control


Devise Mistake-Proof Processes


Manage Server Behavior


Sway with Social Proofing


Conclusion



Sequencing the Experience


The Sequence Impacts Your Customers' Perceptions


Customers' Preferences for Separating or Combining Events


Sequencing When There Are Multiple Encounters


Designing the Sequence


Sequence Theory Matters for Your Employees


Principles for Sequencing the Encounter


Self Quiz: DSL Help Desk



Time Warp: Duration Management


Perception Is Everything When It Comes to Time


Temporal Distortions


Factors That Influence Duration Judgments


The Value of Time


Factors That Alter Your Customers' Valuation of Time


Pacing and Cultural Intelligence


Reducing Your Customers' Perceived Duration of the Wait


Build Your Customers' Anticipation for Positive Outcomes


Enhance Value-Added Activities


Conclusion



Attribution: Ensuring that You Get Your Due


Subjective Perceptions


Do Your Customers Recognize a Success or a Failure?


How Your Customers May Discern the Cause


When Memory Plays Attribution Tricks


How Your Customers May Assign Responsibility


Feeling the Hurt


Channeling Your Customers' Attribution


Principles for Managing Attribution



Putting the Concepts to Work


Identify the Relevant Psychological Factors


Develop Service Experience Improvement Projects


Project Examples


Think in Terms of Three Ts and Four Ps


ETCs for Employees


Endnotes


Index