Exceptional Service, Exceptional Profit The Secrets of Building a Five-Star Customer Service Organization

ISBN-10: 0814415385

ISBN-13: 9780814415382

Edition: 2010

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Book details

List price: $21.95
Copyright year: 2010
Publisher: Amacom
Publication date: 4/7/2010
Binding: Hardcover
Pages: 192
Size: 6.13" wide x 9.25" long x 0.82" tall
Weight: 1.144
Language: English

Special Features
Acknowledgments
Foreword
Introduction: The Only Shop in the Marketplace
The Engineer on the Ladder: Reaching for the Highest Level of Service
Function Versus Purpose
First Steps First
The Four Elements of Customer Satisfaction: Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process
A Perfect Product
Delivered by Caring People
In a Timely Fashion
With the Support of an Effective Problem Resolution Process
Language Engineering: Every. Word. Counts.
Establish a Consistent Style of Speech
Create a Lexicon of Preferred Language and Phrasing
Choose Language to Put Customers at Ease, Not to Dominate Them
Concentrate Your Language Efforts on the Key Customer Moments: Hellos, Good-Byes, and the Times When Things Fall Apart
Shut Up Sometimes: The Artie Bucco Principle
Words Have Their Limits
Show, Don't Tell (And Don't Ever Just Point)
Phone and Internet Language and Communication Pointers
Recovery! Turning Service Failures Around
The Italian Mama Method
The Four Steps to Great Service Recoveries
The Elements of Follow-Up
Use Your Own Experience to Prepare You
Who Should Handle Customer Complaints?
Subtle is Beautiful: Service Recovery Below the Radar
Write-Offs Lead to Write-Offs
Keeping Track to Bring Them Back: Tracking Customer Roles, Goals, and Preferences
Principles of Noting and Sharing
Keep Your Systems Simple
If It's Important to Your Customer, It Belongs in Your System
The Information You Gather Needs to be Available in Real Time
Preferences Change; Assumptions are Tricky
Moods Change: Track Them
Don't Blow It with a Wooden Delivery
Using Technology to Ask for Information? It's a Fine Line between Clever and Creepy
Surprises Are Hazardous—Online and Off
Fear Not: Don't Be Deterred from Collecting Information—Thoughtfully
Building Anticipation into Your Products and Services: Putting Processes to Work for You
Get Your Company to Think Like a Customer
Mr. BIV and the Art of Eliminating Defects
Don't Kill Mr. BIV's Messengers
Systematically Reducing Waste to Add Value—For You and Your Customers
Why Efficient Processes Can Transform Service
Stamping Out Waste? Don't Crush Value by Accident
Process-Based Anticipation on the Internet
Using Tools to Gather Information About Your Customers' Experience
Process-Based Solutions Become People Solutions
Your People: Selection, Orientation, Training, and Reinforcement
We Are Already Our True Selves: Select for Traits
Keep the Hiring Bar High
Develop Selection Discipline
Create a Powerful Orientation Process
Use Orientation to Instill New Values, Attitudes, and Beliefs
Defining an Employee's Underlying Purpose
The Orientation Process Begins Sooner Than You Think
On Day One, Nothing Is Tangential
Build a Brand Ambassador
Training Employees to Anticipate—Carefully
Reinforcement: The Daily Check-In
Leadership: Guiding the Customer-Centered Organization
Service Leaders Matter Because People Power Service
Five Characteristics of Great Service Leaders
Moral Leadership
What's Worth it, and What's Not? Pointers on Value, Costs, and Pricing
What Does Loyalty-Enhancing Service Really Cost?
Gilding the Lily
"Compared to What?": Value Is Relative
Pricing Is Part of Your Value Proposition
Don't Charge a Customer for Performing the Heimlich
Money Isn't Everything, But Money Issues Matter—Especially How You Present Them
Building Customer Loyalty Online: Using the Internet's Power to Serve Your Customers and Your Goals
The Internet's Double Edge
Opinions: Everybody Has One. Evangelists: Every Company Needs Them
The Internet Can Promote Commoditization. Avoid This Through Individualization
Long Copy/Short Copy
Online, the Window in Which to Show You're Extraordinary Can Be Small
Amazon.com: A Brilliant Company, but Not the Most Realistic Model to Emulate
First Time Online: A Nuts-and-Bolts Case Study
Hello/Good-Bye: Two Crucial Moments with a Customer
Timelessly Time-Sensitive
Don't Rush Your Hellos and Good-Byes on the Telephone
Serving Disabled Customers Is a Responsibility and an Opportunity, from the Moment You Welcome Them at Your Door
Turn Your Receptionist into a Predator (Who Kills with Kindness)
It's Google—Not You—Who Decides Where Visitors Enter Your Site. Be Sure They're Greeted Properly Anyway
Taking Control of Good-Byes
The Hazards of Subcontracting Your Hellos and Good-Byes
Good-Bye for Now from the Authors—With Resources and Assistance for Your Journey
Appendixes
Oasis Disc Manufacturing: Customer and Phone Interaction Guidelines and Lexicon Excerpts
CARQUEST Standards of Service Excellence
Capella Hotels and Resorts "Canon Card": Service Standards and Operating Philosophy
Notes
Index
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