Best practices in customer service:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
New York, NY [u.a.]
AMACOM
1999
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVII, 414 S. graph. Darst. |
| ISBN: | 0814470289 |
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Datensatz im Suchindex
| _version_ | 1804128407377674240 |
|---|---|
| adam_text | Contents
Introduction ix
Part One. Great Customer Service, Customer Retention, and Growth
1. Customer Service, Value, and the Systems View
John A. Woods 3
2. Traveling the Highway to Wow! Service
Jerry Fritz 10
3. Quantifying the Impact of Great Customer Service on Profitability
John Goodman 17
4. Delighting Your Customers: Creating World Class Service
Eberhard E. Scheuing 30
5. Customer Retention and the Stages of Service After the Sale
Terry G. Vavra and Douglas R. Pruden 38
Part Two. Practical Models for Managing Customer Service
6. How to Create a Plan to Deliver Great Customer Service
Susan Smith 55
7. Building a Picture of Perfect Service
Michael Vandergriff 67
8. Standards for Service: From Countability to Accountability
Kristin Anderson 88
9. What Customers Really Want: How That Affects What
Service to Deliver
Georgette M. Zifko Baliga 96
10. Customers Care When They Share: How to Nurture Loyalty
Through Inclusion
Chip R. Bell 104
11. Training for Success Through Service: How Delta Air Lines Does It
Nora Weaver and Tom Atkinson 109
Part Three. Practical Methods for Leading Customer Service
12. Authentic Coaching: Getting the Best From Customer Service Providers
Anne Bruce and James S. Pepitone 119
13. Unleashing the Power of Customer CARE in Your Organization
JoAnna Brandi 128
V
vi Contents
14. How to Let Customer Value Drive Customer Problem Solving
R. Eric Reidenbach, Gordon W. McClung, and Reginald W. Goeke 136
Part Four. Customer Service on the Front Line
15. Six Tools for Improving How You Deliver Service to Customers
Rebecca L. Morgan 151
16. Maintaining Superior Customer Service During Periods
of Peak Demand
Janelle M. Barlow and Dianna Maul 162
17. Creating the Sounds of Quality: Delivering Great Service
on the Telephone
Kathleen Brown 171
18. Problem Solving Tips for Telephone Representatives
Donna Hall 185
19. Customer Sensitive Automated Response Systems
Marlene Yanovsky 194
Part Five. Improving Customer Service: Strategies and Techniques
20. The Ten Practices of Exceptional Service
Mark Sanborn 205
21. Beyond Loyalty: Inspiring Customers to Brag
Michael E. Cafferky 214
22. Customer Service Sort Cards: A Training Exercise
Sharon A. Wulf 222
23. Strategies That Foster Customer Loyalty
Lisa Ford 240
24. The Care and Handling of the Mature Market
Patricia V. Alea and Rebecca Chekouras 249
25. Customer Surveys That Deliver Actionable Information
Robert Shaver 264
Part Six. Customer Problems and Problem Customers
26. Service Recovery: Turning Oops! Into Opportunity
Ron Zemke 279
27. Cooling the Customer With HEAT
John Hartley 289
Part Seven. Customer Service on the Internet
28. The World Wide Web Was Made for Customer Service
Jim Sterne 297
29. Using the Internet to Measure Customer Satisfaction and Loyalty
John Chisholm 305
30. Internet Self Service Support: Beyond Search Engines to Smart
Answers on the Net â„¢
Keith Loris 318
Contents vii
Part Eight. Customer Service and the Rest of the Organization
31. Coordinating Services Across Functional Boundaries: The Departure
Process at Southwest Airlines
Jody Hoffer Gittell 331
32. Swing With Your Trapeze Buddy: Working Together Internally to
Serve External Customers
Mark Rosenberger 339
33. The Company Wide, Sales Focused Organization
Gary Connor 350
34. Customer Service: A Key to Innovation Success
Scott Davis 354
35. Great Internal Service Creates Great External Service
H. Lee Meadow 366
Appendix A. Benchmarking Your Customer Service Operations With Findings
From the 1996ICSA Benchmarking Study 385
Appendix B. Magazines, Journals, and Newsletters That Deal With Customer
Service 395
Appendix C. Customer Service Resources on the Internet 401
Directory of Contributors 411
|
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| indexdate | 2024-07-09T18:48:45Z |
| institution | BVB |
| isbn | 0814470289 |
| language | English |
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| spelling | Best practices in customer service ed. by Ron Zemke ... New York, NY [u.a.] AMACOM 1999 XVII, 414 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Benchmarking Kundeservice Zemke, Ron Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009291332&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Best practices in customer service Benchmarking Kundeservice |
| title | Best practices in customer service |
| title_auth | Best practices in customer service |
| title_exact_search | Best practices in customer service |
| title_full | Best practices in customer service ed. by Ron Zemke ... |
| title_fullStr | Best practices in customer service ed. by Ron Zemke ... |
| title_full_unstemmed | Best practices in customer service ed. by Ron Zemke ... |
| title_short | Best practices in customer service |
| title_sort | best practices in customer service |
| topic | Benchmarking Kundeservice |
| topic_facet | Benchmarking Kundeservice |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009291332&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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