Customer Service
Career Success Through Customer Loyalty
4th Edition
Published on 15. March 2007
Book
Paperback/Softback
304 pages
978-0-13-223658-4 (ISBN)
Description
For courses in Customer Service.
Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the text, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.
Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the text, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.
More details
Edition
4th edition
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Dimensions
Height: 254 mm
Width: 204 mm
Thickness: 11 mm
Weight
542 gr
ISBN-13
978-0-13-223658-4 (9780132236584)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Book
01/2010
5th Edition
Pearson
€75.51
Article exhausted; check for reprint
Previous edition
Book
08/2004
3rd Edition
Pearson
€32.18
Article exhausted; check for reprint
Person
I've had the privilege of writing more than 30 books on a variety of topics dealing with challenges managers and career-oriented people deal with every day. My books on customer loyalty, human relations, management communication, and self-management have been translated into more than a dozen languages and sell worldwide. I have also written and appear in a series of videotape training programs produced by Jack Wilson & Associates (www.JWAvideo.com).
My writing is based on more than 30 years experience as a professor, trainer, consultant and entrepreneur. I have held positions with large companies (Xerox and Bell South) and have led small organizations such as Prime Learning, Inc. I also served in a helicopter company in the US Army in Vietnam.
For fun I run (marathons and triathlons), play golf, read, and enjoy observing the kinds of customer service people give-or, more often, fail to give.
I strongly believe that no arena offers as much opportunity for your professional advancement as does the field of customer service and loyalty. And with the skills taught in this book, you will greatly enhance your ability to build and sustain your greatest asset-your relationships with loyal, committed customers and employees-through exceptional service.
My writing is based on more than 30 years experience as a professor, trainer, consultant and entrepreneur. I have held positions with large companies (Xerox and Bell South) and have led small organizations such as Prime Learning, Inc. I also served in a helicopter company in the US Army in Vietnam.
For fun I run (marathons and triathlons), play golf, read, and enjoy observing the kinds of customer service people give-or, more often, fail to give.
I strongly believe that no arena offers as much opportunity for your professional advancement as does the field of customer service and loyalty. And with the skills taught in this book, you will greatly enhance your ability to build and sustain your greatest asset-your relationships with loyal, committed customers and employees-through exceptional service.
Content
PART 1 SEEING THE BIG PICTURE
Chapter 1 Know why Service Matters
PART 2 COMMUNICATING YOUR CUSTOMER SKILLS
Chapter 2 Use Behaviors that Engage your Customers
Chapter 3 Apply your Best Listening Skills
Chapter 4 Use the Telephone for Good Service
Chapter 5 Create Friendly Web Sites and Electronic Communication
PART 3 RESPONDING TO CUSTOMER NEEDS
Chapter 6 Recognize and Deal with Customer Turn-offs
Chapter 7 Get Customer Feedback
Chapter 8 Recover the Potentially Lost Customer
PART 4 EXCEEDING CUSTOMER EXPECTATIONS
Chapter 9 Exceed Expectations with Value
Chapter 10 Give Customers A-Plus Information
Chapter 11 Exceed Customer Expectations with Convenience and Timing
PART 5 MANAGING SERVICE IN ORGANIZATIONS
Chapter 12 Managing Your Time and Tasks to Reduce Stress
Chapter 13 Get Employees to Give Great Service
PART 6 A PEEK INTO THE FUTURE
Chapter 14 Recognizing the Emerging Trends in Customer Service
Appendix How to Lead or Participate in an A-Plus Idea-Generating Meeting
Chapter 1 Know why Service Matters
PART 2 COMMUNICATING YOUR CUSTOMER SKILLS
Chapter 2 Use Behaviors that Engage your Customers
Chapter 3 Apply your Best Listening Skills
Chapter 4 Use the Telephone for Good Service
Chapter 5 Create Friendly Web Sites and Electronic Communication
PART 3 RESPONDING TO CUSTOMER NEEDS
Chapter 6 Recognize and Deal with Customer Turn-offs
Chapter 7 Get Customer Feedback
Chapter 8 Recover the Potentially Lost Customer
PART 4 EXCEEDING CUSTOMER EXPECTATIONS
Chapter 9 Exceed Expectations with Value
Chapter 10 Give Customers A-Plus Information
Chapter 11 Exceed Customer Expectations with Convenience and Timing
PART 5 MANAGING SERVICE IN ORGANIZATIONS
Chapter 12 Managing Your Time and Tasks to Reduce Stress
Chapter 13 Get Employees to Give Great Service
PART 6 A PEEK INTO THE FUTURE
Chapter 14 Recognizing the Emerging Trends in Customer Service
Appendix How to Lead or Participate in an A-Plus Idea-Generating Meeting