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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 | |