Customer Service Pocketbook
3rd Edition
Published on 1. January 2013
112 pages
978-1-908284-24-2 (ISBN)
Description
The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.
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Sean McManus
Customer Service Pocketbook
Book
10/2013
Management Pocketbooks
€32.37
Shipment within 3-4 weeks
Content
- Cover
- Copyright Notice
- Enjoy the read!
- Title Page
- Publisher
- CONTENTS
- WHAT IS CUSTOMER SERVICE?
- DEFINING CUSTOMER SERVICE
- PUTTING CUSTOMERS FIRST
- CUSTOMER CONTACT
- HOW IS CUSTOMER SERVICE DELIVERED?
- AUTOMATED CUSTOMER SERVICE
- WHICH CHANNELS DO YOU USE?
- WHAT IS A CUSTOMER?
- WHY CUSTOMER SERVICE MATTERS
- YOUR PERSONAL NEEDS
- ORGANISATION'S NEEDS
- THE IMPORTANCE OF HOW
- CUSTOMERS BUY EXPERIENCES
- UNDERSTANDING CUSTOMER EXPECTATIONS
- EXCEEDING CUSTOMER EXPECTATIONS
- THE VALUE OF REPEAT BUSINESS
- THE LIFETIME VALUE OF CUSTOMERS
- CREATING AMBASSADORS
- THE SILENT COMPLAINER
- THE CONNECTED CUSTOMER
- CASE STUDY
- DELIVERING GREAT CUSTOMER SERVICE
- WHAT YOU NEED
- PERSONAL QUALITIES REQUIRED
- QUALITY
- A POSITIVE ATTITUDE
- ATTENTION TO DETAIL
- TAKING RESPONSIBILITY
- INSPIRING CONFIDENCE
- HOW TO DELIGHT CUSTOMERS
- GREAT CUSTOMER SERVICE
- REFLECTING ON CUSTOMER SERVICE
- EFFECTIVE CUSTOMER COMMUNICATIONS
- WHY COMMUNICATION MATTERS
- DEVELOPING LISTENING SKILLS
- 1. THE 80:20 RATIO
- 2. CHECKING UNDERSTANDING
- 3. DEMONSTRATING LISTENING
- 4. BUILDING RELATIONSHIPS
- 5. DIAGNOSTIC LISTENING
- TALKING POINTS
- GETTING YOUR POINT ACROSS
- THE ELEMENTS OF COMMUNICATION
- PURPOSE
- CONTENT
- CONTENT: STRUCTURING MESSAGES
- CONTENT: STRUCTURING REPLIES
- PRESENTATION
- STYLE
- USING SOCIAL MEDIA
- USING EMAIL
- AVOIDING TECHNOLOGY FRUSTRATIONS
- MANAGING EXPECTATIONS
- MAKING SERVICE VISIBLE
- WHICH CHANNEL?
- CHOOSING CHANNELS
- TURNING COMPLAINTS INTO OPPORTUNITIES
- HEAD IN THE SAND
- BENEFITS OF COMPLAINTS
- ENCOURAGING FEEDBACK
- CUSTOMER NEEDS
- REMOVING COMMON CAUSES OF COMPLAINTS
- HANDLING COMPLAINTS
- ANGRY CUSTOMERS
- HOW TO DEFUSE CUSTOMERS
- IS THE CUSTOMER ALWAYS RIGHT?
- STRESS
- EMPOWERING GREAT CUSTOMER SERVICE
- EVERYONE PLAYS A ROLE
- LEADING GREAT SERVICE
- INTERNAL CUSTOMERS
- WHEN THE CHAIN WEAKENS
- IDENTIFYING NIGGLES
- STRENGTHENING THE CHAIN
- PASSING ON WORK
- MEASURING CUSTOMER SERVICE
- SETTING STANDARDS
- USING INTERNAL INDICATORS
- STANDARDS AREN'T ENOUGH
- CUSTOMER SATISFACTION
- MEASURING SATISFACTION
- MYSTERY SHOPPER PROGRAMMES
- REWARDING TEAM MEMBERS
- CASE STUDY
- PERSONAL ACTION PLANNING
- USING WHAT YOU HAVE LEARNED
- REVIEW
- OVERCOMING OBSTACLES
- Suggested Reading
- About the Authors
- Title Listings
