Breakthrough customer service: best practices of leaders in customer support
"Best practices organizations don't excel in only one area; no single thing distinguishes them. It's the combination of practices - enabled by technology, with a pinch of organizational culture thrown in - that together create their uniqueness, and their leading position. If you want...
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Toronto [u.a.]
Wiley
1997
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Zusammenfassung: | "Best practices organizations don't excel in only one area; no single thing distinguishes them. It's the combination of practices - enabled by technology, with a pinch of organizational culture thrown in - that together create their uniqueness, and their leading position. If you want to grow and improve your business, learn from the best practices of others. With some minor adaptation, they will work within your organization's culture, to create breakthrough customer service."--BOOK JACKET. |
| Beschreibung: | XVIII, 434 S. graph. Darst. |
| ISBN: | 0471642320 |
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| 520 | 1 | |a "Best practices organizations don't excel in only one area; no single thing distinguishes them. It's the combination of practices - enabled by technology, with a pinch of organizational culture thrown in - that together create their uniqueness, and their leading position. If you want to grow and improve your business, learn from the best practices of others. With some minor adaptation, they will work within your organization's culture, to create breakthrough customer service."--BOOK JACKET. | |
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| 650 | 7 | |a Klantenservice |2 gtt | |
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Datensatz im Suchindex
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| adam_text | CONTENTS
Preface xi
Acknowledgements xvii
PART ONE: Best Practices in Creating a Strategic Approach
to Customer Service 1
Overview 3
Chapter 1 5
Customer Service as a Basis for a Breakthrough Business Strategy
by Michael Hanley, Coopers Lybrand, Chicago, IL
Chapter 2 19
The Secrets of Improvement Driven Organizations: Initiating and
Sustaining Quality Improvement
by Stephen L. Yearout, Coopers Lybrand, Arlington, VA
Chapter 3 35
Why Take a Best Practices Approach? Creating Added Value for
Customers
by Hugh Bolton, FCA, Coopers Lybrand, Toronto, ON
Chapter 4 43
There Must Be Fire! The Importance of Leadership and Manage¬
ment Support
by Jerry L. Fritz, Management Institute, School of Business,
University of Wisconsin Madison, Madison, WA
Chapter 5 49
A Leader s Perspective on Becoming Customer Driven
by E.J. Kahn III, Boston, MA
vi BREAKTHROUGH CUSTOMER SERVICE
PART TWO: Best Practices in Creating and Using Measurements and
Standards to Achieve Excellence in Customer Service 55
Overview 57
Chapter 6 59
Mission Critical Measurement: Developing and Using Corporate
Performance Indicators
by Peter Lawton, Coopers Lybrand, Toronto, ON
Chapter 7 69
Measuring Customer Satisfaction Effectively
by David Wilkerson, DBA, Coopers Lybrand, Arlington, VA
Chapter 8 83
Beware! Success Often Breeds Failure: How to Celebrate Success
by Chris Daffy, London, UK
Chapter 9 91
Customer Complaints: Are You Getting Enough?
by Joel Rosen, Horwath Consultants Canada, Toronto, ON
Chapter 10 101
The Eastman Kodak Company: Benchmarking for Success
by A. Turgud (Turk) Enustun, Eastman Kodak, Rochester, NY, and
Karri E. Givens, Coopers Lybrand, Toronto, ON
Chapter 11 111
Using Benchmarking to Focus on the Customer: A Bell Canada Case
Study
by VickiJ. Powers, American Productivity Quality Center,
Houston, TX
PART THREE: Best Practices in Achieving Process Improvement 125
Overview 127
Chapter 12 133
Laying the Groundwork for Successfully Implementing Process
Improvement
by Sandip Patel, Coopers Lybrand, Boston, MA
CONTENTS vii
Chapter 13 145
A Differentiated Approach to Customer Service: Not All Customer
Segments Require the Same Service
by Stanley Brown, and Sharad Verma, Coopers Lybrand,
Toronto, ON
Chapter 14 153
Outsourcing Customer Care: Are There Other Alternatives?
^ by Tudor Negrea and Lome Severs, Coopers Lybrand,
Toronto, ON
Chapter 15 165
Management Control Systems: How to Control Internal and
Outsourced Service Providers
by Suresh Gupta, Jay Singh, and Robert Largey, Coopers Lybrand,
New York, NY
Chapter 16 179
The Benefits of ISO Certification
by Larry L. Brandt, CCSE, AMP Incorporated, Harrisburg, PA
PART FOUR: Best Practices in Using Technology to Achieve
Breakthrough Customer Service 191
Overview 193
Chapter 17 199
How Technology Can Help You Hear the Voice of the Customer:
Assessing Current and Future Customer Needs
by Christina Luik, Coopers Lybrand, Toronto, ON
Chapter 18 209
Why Fewer Customer Support Centres Are Better: KeyCorp Case
Study
by Joan Berish and Carolyn Leist, KeyCorp, Cleveland, OH, and
Natasha Milijasevic, Coopers Lybrand, Toronto, ON
Chapter 19 217
Achieving Your Vision: The Role of Technology in Enabling and Inte¬
grating the Enterprise
by Joe Kulak, New York, NY
viii BREAKTHROUGH CUSTOMER SERVICE
Chapter 20 233
Computer Telephony Integration in Action: How Some
Companies—and Customers—Are Benefiting
by Fred Gallagher, TKM Communications, Markham, ON
Chapter 21 247
Leveraging Technology to Create Strategic Advantage: An Eaton
Credit Case Study
by Susan Miller andjacqui Thomson, Nortel (Northern Telecom)
Canada, Brampton, ON
Chapter 22 253
Top Eight Keys to Creating a Customer Focused Database
by Pat Finerty, Coopers Lybrand, Toronto, ON
Chapter 23 263
Are You Ready for Electronic Commerce?
by Stanley Brown, Coopers Lybrand, Toronto, ON, and
Doug MacCallum, Ironside Technologies, Toronto, ON
PART FIVE: Best Practices in Workforce Management:
The Importance of the People Factor 273
Overview 275
Chapter 24 279
Empowering Customer Service Representatives: High Performance
Work Teams in a Customer Service Environment
by John E. Kressaty, S.C. Johnson Wax, Racine, WI
Chapter 25 285
Developing Employees Who Can Deliver Best Practices in Customer
Service
by Susan M. O Dell and Joan A. Pajunen, Service Dimensions Inc.,
Toronto, ON
Chapter 26 295
How Cross Functional Teams Are Making Their Mark on Customer
Support Centres...and the Bottom Line
by Bob Parks and Alexandra Lang, Kaset International, Tampa, FL
CONTENTS ix
Chapter 27 307
Leading a Customer Focused Organization
by John A. Daly, University of Texas, Austin, TX
Chapter 28 319
Using Qualitative Performance Measurement to Achieve Perfor¬
mance Improvement
by Jack A. Green, Entretel Incorporated, Oakville, ON
Chapter 29 333
The Role of the Knowledge Worker in Customer Care
by Sandip Patel, Coopers Lybrand, Boston, MA
PART SIX: Bringing It All Together: Best Practices of Industry Leaders 347
Overview 349
Chapter 30 353
Best Practices of Leaders in Financial Services: Tomorrow s Leading
Retail Banks
by Bill Bound and Rupert Taylor, Coopers Lybrand, London, UK
Chapter 31 365
Best Practices of Leaders in the Public Sector
by Ian D. Littman, Coopers Lybrand, Arlington, VA
Chapter 32 377
Best Practices of a Leader in the Hospitality Industry: The
Ritz Carlton Hotel Company
by Pat Mene, Ritz Carlton, Atlanta, GA, and Natasha Milijasevic,
Coopers Lybrand, Toronto, ON
Chapter 33 389
Best Practices of a Leader in the Airline Industry: British Airways:
The Four Corners of Loyalty
by Charles R. Weiser, British Airways, London, UK
Chapter 34 397
Best Practices of a Leader in Database Marketing: Travelers Indem¬
nity Corporation
by The Cowles/Simba Report on Database Marketing, Stamford, CT
x BREAKTHROUGH CUSTOMER SERVICE
Chapter 35 403
Best Practices of a Leader in Transportation: Roberts Express:
Focusing on the Customer Through Technology
by Vicki Powers, American Productivity Quality Center,
Houston, TX
Chapter 36 413
Best Practices of a Leader in Banking: Building Tomorrow s Retail
Bank Today: Banking: mbanx, Division of Bank of Montreal Group
of Companies
by Jeffrey S. Chisholm, mbanx, Toronto, ON
Appendix One: References 421
Appendix Two: Subject/Chapter Index 427
Appendix Three: Index of Contributors 429
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| isbn | 0471642320 |
| language | English |
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| physical | XVIII, 434 S. graph. Darst. |
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| spelling | Breakthrough customer service best practices of leaders in customer support ed. and contrib.: Stanley A. Brown Toronto [u.a.] Wiley 1997 XVIII, 434 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier "Best practices organizations don't excel in only one area; no single thing distinguishes them. It's the combination of practices - enabled by technology, with a pinch of organizational culture thrown in - that together create their uniqueness, and their leading position. If you want to grow and improve your business, learn from the best practices of others. With some minor adaptation, they will work within your organization's culture, to create breakthrough customer service."--BOOK JACKET. Consumer satisfaction Klantenservice gtt Service à la clientèle Customer services Kundendienst (DE-588)4135134-4 gnd rswk-swf Kundendienst (DE-588)4135134-4 s DE-604 Brown, Stanley A. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008210573&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| subject_GND | (DE-588)4135134-4 |
| title | Breakthrough customer service best practices of leaders in customer support |
| title_auth | Breakthrough customer service best practices of leaders in customer support |
| title_exact_search | Breakthrough customer service best practices of leaders in customer support |
| title_full | Breakthrough customer service best practices of leaders in customer support ed. and contrib.: Stanley A. Brown |
| title_fullStr | Breakthrough customer service best practices of leaders in customer support ed. and contrib.: Stanley A. Brown |
| title_full_unstemmed | Breakthrough customer service best practices of leaders in customer support ed. and contrib.: Stanley A. Brown |
| title_short | Breakthrough customer service |
| title_sort | breakthrough customer service best practices of leaders in customer support |
| title_sub | best practices of leaders in customer support |
| topic | Consumer satisfaction Klantenservice gtt Service à la clientèle Customer services Kundendienst (DE-588)4135134-4 gnd |
| topic_facet | Consumer satisfaction Klantenservice Service à la clientèle Customer services Kundendienst |
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