Customer service operations: the complete guide
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York
AMACOM
1991
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | IX, 422 S. Ill., graph. Darst. |
| ISBN: | 0814450040 |
Staff View
MARC
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Contents
Preface vii
Section I
Overview of Key Customer Service Issues 1
Introduction 3
1 Who Is This Customer You Keep Talking About? 8
2 The Visible Elements of Perfect Customer Service 14
3 The Seven Most Common Obstacles to
Perfect Customer Service 21
Section II
How to Organize an Excellent
Customer Service Department 29
4 Developing a Statement of Mission 31
5 Developing Proactive Policies and Procedures 41
6 Positioning and Organizing the Customer
Service Department 56
7 Setting Quality Standards 70
8 Managing Complaints and Adjustments for Profit 92
9 Auditing Customer Service Performance and Quality 132
Section III
Customer Service Operations and Logistics 153
10 Proactive Management of Inbound Communications 155
11 Queueing: Key Element in Excellent Customer Service 173
12 The Critical Communications Role of the Customer
Service Department 193
V
v/ Contents
13 Telemarketing as an Element of Proactive Customer
Service 224
14 Controlling Costs for Efficiency and Profitability 242
Section IV
Hiring, Training, and Keeping the Best People 269
15 Perfect Customer Service Requires Hiring Perfect People 271
16 Effective Training for Excellent Customer Service 291
17 Keeping Your Employees Motivated: How to Deal
With Stress and Burnout 326
Section V
Customer Service and Your Future 343
18 Managing Yourself and Your Customer Service Career 345
19 Preparing for a Very Different Future in Customer
Service Management 352
Appendix A A Model Manual for Customer Service Policies
and Procedures 359
Appendix B Key Customer Service Documentation: Forms,
Logs, and Surveys 372
Appendix C Sample Scripts for Telemarketing 397
Appendix D Managing the Million Dollar Asset 406
Appendix E The Deadly Game of Losing Customers 409
Index 415
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| indexdate | 2024-07-09T17:25:23Z |
| institution | BVB |
| isbn | 0814450040 |
| language | English |
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| publishDate | 1991 |
| publishDateSearch | 1991 |
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| publisher | AMACOM |
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| spelling | Blanding, Warren Verfasser aut Customer service operations the complete guide Warren Blanding New York AMACOM 1991 IX, 422 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Relations avec la clientèle ram Service après vente ram Customer services Kundendienst (DE-588)4135134-4 gnd rswk-swf Kundendienst (DE-588)4135134-4 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005827284&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Blanding, Warren Customer service operations the complete guide Relations avec la clientèle ram Service après vente ram Customer services Kundendienst (DE-588)4135134-4 gnd |
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| title | Customer service operations the complete guide |
| title_auth | Customer service operations the complete guide |
| title_exact_search | Customer service operations the complete guide |
| title_full | Customer service operations the complete guide Warren Blanding |
| title_fullStr | Customer service operations the complete guide Warren Blanding |
| title_full_unstemmed | Customer service operations the complete guide Warren Blanding |
| title_short | Customer service operations |
| title_sort | customer service operations the complete guide |
| title_sub | the complete guide |
| topic | Relations avec la clientèle ram Service après vente ram Customer services Kundendienst (DE-588)4135134-4 gnd |
| topic_facet | Relations avec la clientèle Service après vente Customer services Kundendienst |
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