Customer service renaissance: lessons from the banking wars
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Chicago, Ill. u.a.
Bankers Publ. u.a.
1991
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIII, 209 S. |
| ISBN: | 1557383219 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV006600412 | ||
| 003 | DE-604 | ||
| 005 | 00000000000000.0 | ||
| 007 | t | ||
| 008 | 930210s1991 |||| 00||| eng d | ||
| 020 | |a 1557383219 |9 1-55738-321-9 | ||
| 035 | |a (OCoLC)24837207 | ||
| 035 | |a (DE-599)BVBBV006600412 | ||
| 040 | |a DE-604 |b ger |e rakddb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-945 |a DE-188 | ||
| 050 | 0 | |a HG1616.C87 | |
| 082 | 0 | |a 332.1/068/8 |2 20 | |
| 084 | |a QK 300 |0 (DE-625)141640: |2 rvk | ||
| 100 | 1 | |a Grubbs, M. Ray |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Customer service renaissance |b lessons from the banking wars |c M. Ray Grubbs & R. Eric Reidenbach |
| 264 | 1 | |a Chicago, Ill. u.a. |b Bankers Publ. u.a. |c 1991 | |
| 300 | |a XIII, 209 S. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Bank | |
| 650 | 4 | |a Banks and banking |x Customer services |z United States | |
| 650 | 0 | 7 | |a Bank |0 (DE-588)4004436-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundendienst |0 (DE-588)4135134-4 |2 gnd |9 rswk-swf |
| 651 | 4 | |a USA | |
| 689 | 0 | 0 | |a Bank |0 (DE-588)4004436-1 |D s |
| 689 | 0 | 1 | |a Kundendienst |0 (DE-588)4135134-4 |D s |
| 689 | 0 | |5 DE-604 | |
| 700 | 1 | |a Reidenbach, R. Eric |e Verfasser |4 aut | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=004215337&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-004215337 | ||
Datensatz im Suchindex
| _version_ | 1804120874043834368 |
|---|---|
| adam_text | Contents
List of Figures ix
Preface xi
Acknowledgments xiii
1 What the Early Battles Have Taught Us 1
Some Mixed News from the Customer Service Front 1
Lesson 1: Customer Service Expectations Are High and
Getting Higher 3
Lesson 2: High Quality Customer Service Can Reduce
Costs 5
Lesson 3: Loyal Customers Buy and Don t Have to Be
Sold 7
Lesson 4: Poor Service Is the Number One Reason for
Customer Defections 8
Lesson 5: Negative Word of Mouth Destroys Promotion¬
al Returns 9
Lesson 6: Quality Service Means Greater Pricing
Freedom 10
Lesson 7: Customer Retention and Employee Retention
Go Hand in Hand 15
2 Listening to Your Customers 19
Nation Wide Focus Groups 20
Initial Results of the Focus Group Analysis 24
Model of Quality Service 27
v
vi Customer Service Renaissance
3 Professional Aspects of Service 31
Competence 31
Reliability 37
Credibility 44
Summary 49
4 How Interpersonal Relationships Affect Service
Quality 51
Responsiveness 51
Courtesy 62
Accessibility 67
Summary 72
5 The Dimension of Knowing Customers 73
Understanding 74
Communicating 79
Summary 85
6 Customer Service the Yazoo City Way 87
Rethinking BYC s Strategy 88
The Strategic Shift 89
Survey Results Showed BYC to Be Well Positioned 91
Putting Quality, Value, and Customer Service into
Practice 98
Rolling Out the Customer Service Carpet 106
Is it Working? 109
Tips from the Top 111
Customer Service a la the Community Bank 113
7 Customer Service at Concord Commercial Bank 115
The Setting 115
The Concord Strategy 119
Contents vii
An Open Management Philosophy—Employee Meetings
121
Physical Layout of CCB 124
The Family of Concord 128
Bottom lining the Concord Approach 130
8 Customer Service as a Full Distribution Strategy
at Seafirst Bank 133
Get Good at Something, Quick! 134
Phase One: Cost Reduction 136
Phase Two: Developing a Sales Culture 137
Phase Three: We Make Banking Easier for You 139
Sales and Service at the Store Level 150
Lessons from Seafirst 167
9 Targeting the Upscale Client with Quality Service:
The Northern Trust Approach 171
Quality Service Is Nothing New at Northern 171
Northern s Strategy Links Customer Knowledge, Service,
and Profits 173
Signature Service: Put Your Mark on Your Work! 177
Signature Service Council Drives Signature Service 181
Teamwork and Relationship Banking Go Hand in
Hand 182
The Northern Cares for its People 184
Bottom lining the Northern Approach 186
10 Customer Service Lessons from Four Outstand¬
ing Warriors 189
Lesson 1: Before You Can Make a Great Dream Come
True, You First Have to Have a Great Dream 190
Lesson 2: When the CEO Eats, Sleeps, and Above all
Sweats Customer Service, Others Will Follow 192
viii Customer Service Renaissance
Lesson 3: One of the Hardest Things I Have Had to Do
Was Give up Control 194
Lesson 4: You Can t Manage What You Can t Mea¬
sure 196
Lesson 5: We Must Focus on What We Can Do for the
Customer, Not What We Can t 198
Lesson 6: It s Not a Bank, It s Like a Home for Our
Customers 199
Lesson 7: Treat Your Employees the Way You Want Your
Customers Treated 201
Lesson 8: What You Stroke Is What You Get 203
Lesson 9: Customer Service Is Our Business, Our Only
Business 205
Lesson 10: Focus on the Relationship, not the Transac¬
tion 206
About the Authors 209
List of Figures
1 1 The Service Cycle 16
2 1 Sample Discussion Guide 21
2 2 The Customer Service Model 28
6 1 Customer Service Survey 91
6 2 Training Program Outline 100
6 3 It s Our Bank Too! 107
8 1 Excellence in Courtesy Training Piece 141
8 2 Seafirst Mission Statement 146
8 3 Service Heroes 151
8 4 Thank You for Making it Easier Memo 155
8 5 Seafirst Customer Service Survey Forms 157
8 6 Seafirst Annual Survey Results 164
8 7 Seafirst Survey Branch Results 166
9 1 Signature Service Newsletter 179
9 2 Letter from a Customer 185
|
| any_adam_object | 1 |
| author | Grubbs, M. Ray Reidenbach, R. Eric |
| author_facet | Grubbs, M. Ray Reidenbach, R. Eric |
| author_role | aut aut |
| author_sort | Grubbs, M. Ray |
| author_variant | m r g mr mrg r e r re rer |
| building | Verbundindex |
| bvnumber | BV006600412 |
| callnumber-first | H - Social Science |
| callnumber-label | HG1616 |
| callnumber-raw | HG1616.C87 |
| callnumber-search | HG1616.C87 |
| callnumber-sort | HG 41616 C87 |
| callnumber-subject | HG - Finance |
| classification_rvk | QK 300 |
| ctrlnum | (OCoLC)24837207 (DE-599)BVBBV006600412 |
| dewey-full | 332.1/068/8 |
| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 332 - Financial economics |
| dewey-raw | 332.1/068/8 |
| dewey-search | 332.1/068/8 |
| dewey-sort | 3332.1 268 18 |
| dewey-tens | 330 - Economics |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01503nam a2200409 c 4500</leader><controlfield tag="001">BV006600412</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">00000000000000.0</controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">930210s1991 |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1557383219</subfield><subfield code="9">1-55738-321-9</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)24837207</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV006600412</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakddb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-945</subfield><subfield code="a">DE-188</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HG1616.C87</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">332.1/068/8</subfield><subfield code="2">20</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QK 300</subfield><subfield code="0">(DE-625)141640:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Grubbs, M. Ray</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Customer service renaissance</subfield><subfield code="b">lessons from the banking wars</subfield><subfield code="c">M. Ray Grubbs & R. Eric Reidenbach</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Chicago, Ill. u.a.</subfield><subfield code="b">Bankers Publ. u.a.</subfield><subfield code="c">1991</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XIII, 209 S.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Bank</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Banks and banking</subfield><subfield code="x">Customer services</subfield><subfield code="z">United States</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Bank</subfield><subfield code="0">(DE-588)4004436-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundendienst</subfield><subfield code="0">(DE-588)4135134-4</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="651" ind1=" " ind2="4"><subfield code="a">USA</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Bank</subfield><subfield code="0">(DE-588)4004436-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Kundendienst</subfield><subfield code="0">(DE-588)4135134-4</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Reidenbach, R. Eric</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=004215337&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-004215337</subfield></datafield></record></collection> |
| geographic | USA |
| geographic_facet | USA |
| id | DE-604.BV006600412 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T16:49:01Z |
| institution | BVB |
| isbn | 1557383219 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-004215337 |
| oclc_num | 24837207 |
| open_access_boolean | |
| owner | DE-945 DE-188 |
| owner_facet | DE-945 DE-188 |
| physical | XIII, 209 S. |
| publishDate | 1991 |
| publishDateSearch | 1991 |
| publishDateSort | 1991 |
| publisher | Bankers Publ. u.a. |
| record_format | marc |
| spelling | Grubbs, M. Ray Verfasser aut Customer service renaissance lessons from the banking wars M. Ray Grubbs & R. Eric Reidenbach Chicago, Ill. u.a. Bankers Publ. u.a. 1991 XIII, 209 S. txt rdacontent n rdamedia nc rdacarrier Bank Banks and banking Customer services United States Bank (DE-588)4004436-1 gnd rswk-swf Kundendienst (DE-588)4135134-4 gnd rswk-swf USA Bank (DE-588)4004436-1 s Kundendienst (DE-588)4135134-4 s DE-604 Reidenbach, R. Eric Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=004215337&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Grubbs, M. Ray Reidenbach, R. Eric Customer service renaissance lessons from the banking wars Bank Banks and banking Customer services United States Bank (DE-588)4004436-1 gnd Kundendienst (DE-588)4135134-4 gnd |
| subject_GND | (DE-588)4004436-1 (DE-588)4135134-4 |
| title | Customer service renaissance lessons from the banking wars |
| title_auth | Customer service renaissance lessons from the banking wars |
| title_exact_search | Customer service renaissance lessons from the banking wars |
| title_full | Customer service renaissance lessons from the banking wars M. Ray Grubbs & R. Eric Reidenbach |
| title_fullStr | Customer service renaissance lessons from the banking wars M. Ray Grubbs & R. Eric Reidenbach |
| title_full_unstemmed | Customer service renaissance lessons from the banking wars M. Ray Grubbs & R. Eric Reidenbach |
| title_short | Customer service renaissance |
| title_sort | customer service renaissance lessons from the banking wars |
| title_sub | lessons from the banking wars |
| topic | Bank Banks and banking Customer services United States Bank (DE-588)4004436-1 gnd Kundendienst (DE-588)4135134-4 gnd |
| topic_facet | Bank Banks and banking Customer services United States Kundendienst USA |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=004215337&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT grubbsmray customerservicerenaissancelessonsfromthebankingwars AT reidenbachreric customerservicerenaissancelessonsfromthebankingwars |