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Breakthrough Customer Service Best Practices of Leaders in Customer Support

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ISBN-10: 0471642320

ISBN-13: 9780471642329

Edition: 1997

Authors: Stanley A. Brown

List price: $55.00
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Description:

This reference offers coverage of aspects of customer service and support. Contributors from companies including Coopers & Lybrand, IBM and Xerox offer advice on creating corporate culture and establishing and using the correct standards.
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Book details

List price: $55.00
Copyright year: 1997
Publisher: John Wiley & Sons, Incorporated
Publication date: 10/1/1997
Binding: Hardcover
Pages: 456
Size: 6.75" wide x 9.50" long x 1.25" tall
Weight: 1.628
Language: English

Preface
Acknowledgements
Best Practices in Creating a Strategic Approach to Customer Service
Customer Service as a Basis for a Breakthrough Business Strategy
The Secrets of Improvement-Driven Organizations: Initiating and Sustaining Quality Improvement
Why Take a Best Practices Approach? Creating Added Value for Customers
There Must Be Fire! The Importance of Leadership and Management Support
A Leader's Perspective on Becoming Customer-Driven
Best Practices in Creating and Using Measurements and Standards to Achieve Excellence in Customer Service
Mission Critical Measurement: Developing and Using Corporate Performance Indicators
Measuring Customer Satisfaction Effectively
Beware! Success Often Breeds Failure: How to Celebrate Success
Customer Complaints: Are You Getting Enough?
The Eastman Kodak Company: Benchmarking for Success
Using Benchmarking to Focus on the Customer: A Bell Canada Case Study
Best Practices in Achieving Process Improvement
Laying the Groundwork for Successfully Implementing Process Improvement
A Differentiated Approach to Customer Service: Not All Customer Segments Require the Same Service
Outsourcing Customer Care: Are There Other Alternatives?
Management Control Systems: How to Control Internal and Outsourced Service Providers
The Benefits of ISO Certification
Best Practices in Using Technology to Achieve Breakthrough Customer Service
How Technology Can Help You Hear the Voice of the Customer: Assessing Current and Future Customer Needs
Why Fewer Customer Support Centres Are Better: KeyCorp Case Study
Achieving Your Vision: The Role of Technology in Enabling and Integrating the Enterprise
Computer Telephony Integration in Action: How Some Companies - and Customers - Are Benefiting
Leveraging Technology to Create Strategic Advantage: An Eaton Credit Case Study
Top Eight Keys to Creating a Customer-Focused Database
Are You Ready for Electronic Commerce?
Best Practices in Workforce Management: The Importance of the People Factor
Empowering Customer Service Representatives: High-Performance Work Teams in a Customer Service Environment
Developing Employees Who Can Deliver Best Practices in Customer Service
How Cross-Functional Teams Are Making Their Mark on Customer Support Centres ... and the Bottom Line
Leading a Customer-Focused Organization
Using Qualitative Performance Measurement to Achieve Performance Improvement
The Role of the Knowledge Worker in Customer Care
Bringing It All Together: Best Practices of Industry Leaders
Best Practices of Leaders in Financial Services: Tomorrow's Leading Retail Banks
Best Practices of Leaders in the Public Sector
Best Practices of a Leader in the Hospitality Industry: The Ritz-Carlton Hotel Company
Best Practices of a Leader in the Airline Industry: British Airways: The Four Corners of Loyalty
Best Practices of a Leader in Database Marketing: Travelers Indemnity Corporation
Best Practices of a Leader in Transportation: Roberts Express: Focusing on the Customer Through Technology
Best Practices of a Leader in Banking: Building Tomorrow's Retail Bank Today: Banking: mbanx, Division of Bank of Montreal Group of Companies
References
Subject/Chapter Index
Index of Contributors