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Introduction | |
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About This Book | |
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Conventions Used in This Book | |
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What You're Not to Read | |
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Foolish Assumptions | |
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How This Book Is Organized | |
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Icons Used in This Book | |
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Where to Go from Here | |
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Creating the Customer-Centric Organization | |
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Championing Customer Service | |
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Benefiting from the Evolution of Customer Service | |
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Standing for Real Values - Even in the Virtual World | |
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Mirror, Mirror on the Wall: Taking an Honest Look at Your Service | |
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In-Focused or Customer-Focused: Where Do You Stand? | |
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The In-Focused Company | |
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The Customer-Focused Company | |
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Three Basic Elements of Service Excellence | |
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Developing a Customer-Friendly Attitude | |
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Expanding Your Definition of Service | |
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Reconsidering Who Your Customers Are | |
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Measuring Your Customer Focus: A Questionnaire | |
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Building a Winning Service Strategy | |
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Six Key Strategies for Customer Service | |
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Implementing Your Strategy | |
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Four Critical Questions | |
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Better Service through Surveys: Questionnaires, Focus Groups, and Interviews | |
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Surveying Staff and Customers | |
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Figuring Out What Type of Survey You Need to Do | |
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Determining Who Needs to Conduct Your Survey | |
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Figuring Out Which Survey Method to Use | |
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Communicating the Results | |
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Company-Wide Training as a Catalyst for Change | |
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Service Is Everyone's Business from CEO to Secretary | |
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Seven Core Types of Training | |
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Choosing a Training Method That Works for You | |
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Preparing Your Staff for a Good Experience | |
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Practice Makes Perfect | |
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Take It from the Top: Service Management | |
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Coaching Service Excellence | |
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Meeting Up to Improve Service | |
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Taking a Three-Stage Coaching Approach | |
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Do's and Don'ts for Dealing with Difficult Coaching Situations | |
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What You Can Measure, You Can Manage: Service Standards | |
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You Can't Measure Friendly | |
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You Can Measure Smiles | |
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Criteria for Effective Service Standards | |
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Acing the Invisible Score Card | |
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Developing Service Standards in Four Simple Steps | |
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Beyond Employee of the Month: Reward and Recognition | |
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Informal Recognition | |
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Formal Rewards | |
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It Takes a Team: Problem-Solving with a Twist | |
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Problem-Solving with Quality Groups: Killing Two Birds with One Stone | |
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Using a Step-by-Step Problem-Solving Method in Your Quality Group | |
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Reaching Online Consensus in Virtual Quality Groups | |
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Keeping Your Customers: Simple Actions, Significant Payoffs | |
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A Wink, a Smile, and a Nod: Body Language | |
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Seeing Customers Eye to Eye | |
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Minding Your Facial Expressions | |
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From the Waist Up | |
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Getting a Handle on Hand Gestures | |
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A Touchy Subject | |
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Excuse Me, You're Standing in My Space | |
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Neatness Counts | |
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Small Things Mean a Lot | |
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It's Not What You Say, It's How You Say It: Phone Tone and Etiquette | |
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Improving Your Inflection | |
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Adjusting the Volume | |
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Pacing Yourself | |
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Telephone Etiquette | |
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Voice-Mail Excellence | |
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It Takes Two to Tango: Getting in Step with Your Customer | |
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What's My Style? | |
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Understanding Your Working Style | |
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Getting in Step with Different Styles | |
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Style-Stepping Opportunities | |
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Creating a Customer Profile | |
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Turning Service Excellence into Sales Success: Five Timeless Techniques | |
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Getting the Customer's Attention | |
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Asking Questions | |
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Making Benefit Statements | |
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Backtracking | |
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Bridging | |
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Road Blocks: When the Going Gets Rough | |
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Saying No: What to Do When You Can't Say Yes | |
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Circumstances that Make It Impossible to Say Yes | |
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Saying Yes versus Making Customers Happy | |
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The Customer's Six Basic Needs - Are You Meeting Them? | |
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What to Do When You Have to Say No | |
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Seeing Red: Dealing with Difficult Customers | |
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Six Steps to Beat the Heat of a Difficult Customer | |
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Understanding and Overcoming Stress | |
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Taking Initiative: Bouncing Back from Service Blunders | |
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Taking the Bounce-Back Initiative | |
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Defining Service Heroism: Goodwill | |
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The Gift of the Gaffe: Dealing with Customer Complaints | |
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Viewing Complaints as Gifts | |
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Make It Easy for Your Customers to Complain | |
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Identifying the Elements of the Complaint | |
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Thanking Your Customers for Complaining | |
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Sincerely Apologizing for All Problems | |
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Fixing the Problem | |
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Practicing Prevention | |
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Following Up | |
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Working in a Wired World: Customer Service on the Web | |
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Clicking with Your Customers: Online Content and Commerce | |
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Content: Giving People a Reason to Visit Your Site | |
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Commerce: Making It Easy for Your Customers to Buy | |
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Encouraging People to Share Ideas about Your Company | |
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Making Your Web Site Shine with Site Design | |
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Determining Your Web Site Goals | |
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Exploring Ways to Reach Your Goals | |
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Engaging the Right Web Developer | |
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Polishing Your Web Site to Outshine Your Competitors | |
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Allowing Customers to Find Your Site | |
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E-Mail Etiquette and Writing: Making the Most of the Medium | |
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Weighing E-Mail Pros and Cons | |
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Testing Your E-Mail Etiquette | |
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E-Mail Etiquette Solutions | |
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Writing E-Mails that Produce Results | |
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E-Mail Ethics | |
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Creating Online Rapport | |
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Backtracking key words | |
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CRM: Automating the Personal Touch | |
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Defining Customer Relationship Management | |
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Developing Trust and Loyalty Online | |
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Learning from CRM | |
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The Part of Tens | |
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Ten Major Don'ts of Customer Service | |
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I Don't Know | |
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No | |
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That's Not My Job | |
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You're Right; This Stinks | |
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That's Not My Fault | |
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You Need to Talk to My Manager | |
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You Want It By When? | |
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Calm Down | |
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I'm Busy Right Now | |
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Call Me Back | |
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Ten Tips for Constructive Conflict with Co-Workers | |
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Assert Yourself | |
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Handle Most Conflicts Face to Face | |
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Express Empathy for Other Viewpoints | |
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Avoid Fighting for the Last Word | |
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Don't Pretend Everything Is Okay | |
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Look Below the Surface | |
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Work with a Withdrawing Co-Worker | |
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Avoid Serving Up Put-Downs | |
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Realize Mood Affects Receptivity | |
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Keep in Mind the Four Essential Truths of Human Interaction | |
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Ten Ways to Get Better Service as a Customer | |
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Start Off on the Right Foot | |
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Ask for What You Want | |
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Stand in Their Shoes | |
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Express Yourself in Style | |
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Use "I" Messages | |
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Take Control of the Telephone | |
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Complain on the Spot | |
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Move Your Complaint up the Ladder | |
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Write an Effective Complaint Letter | |
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Acknowledge a Job Well-Done | |
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Index | |