Managing knock your socks off service
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas
| Main Author: | |
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| Other Authors: | |
| Format: | eBook |
| Language: | English |
| Published: |
New York
AMACOM - American Management Association
2013
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| Edition: | Third Edition |
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| Online Access: | |
| Collection: | O'Reilly - Collection details see MPG.ReNa |
Table of Contents:
- Includes bibliographical references (pages 225-227) and index
- Preface
- Thanks
- Imperative 1: find and retain quality people
- Recruit creatively and hire carefully
- Keeping your best and brightest
- Why customer satisfaction isn't enough
- Listening is a contact sport
- A complaining customer is your best friend
- Little things mean a lot
- Learning from lost customers
- The power of a service strategy
- Getting your vision down on paper
- Service standards build consistency
- Effort : the achilles heel of customer experience
- Making service delivery processes "happy"
- Measure and manage from the customer's point of view
- Serving online : when clicks replace bricks
- Add magic : creating the unpredictable and unique
- Make recovery a point of pride
- Start on day one (when their hearts and minds are malleable)
- Training creates competence, confidence and commitment to customers
- Thinking and acting like a coach
- Fostering responsible freedom
- Removing the barriers to empowerment
- Inspiring passion for the customer
- Recognition and reward: fueling the fires of service success
- Feedback : breakfast, lunch and dinner of champions
- The art of interpersonal feedback
- Incenting great service
- Celebrate success
- Great service leaders foster trust
- Great service leadership in action
- Index
- About the authors