Customer Service:Career Success Through Customer Loyalty

Description

Features

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.  

Hallmark Features

Theoretical and strategic focus-sets this text apart.

• Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors.
• Applies social psychological research (equity theory) to provide theoretical, yet practical justification.  

Skills approach-shows readers exactly how to handle customer situations.

• Goes well beyond canned responses to help students apply creative solutions to ever-changing problems.
• Shows how to attract and maintain loyalty in all relationship situations and is not specific to any industry. 

What You'll Learn in this Chapter and The Way It is-sections appear in each chapter.

• Helps students focus on the upcoming material while providing practical real-world examples. 

Service Snapshots-describe real world examples of successful service providers.

• Model exemplary customer service techniques based on authentic industry experiences.

New to this Edition

New! In this updated edition readers will learn:

• Specific behaviors that engage customers
• How to create web sites, email, and messages that delight customers
• Tools for dealing with and recovering unhappy customers
• Ways to exceed expectations in value, information, convenience, and timing
• Skills for managing others in the pursuit of service excellence
• Future directions in customer service and more!

New! A greater emphasis on loyalty-and the latest techniques such as the Net Promoter Score, exceeding expectations, customer-friendly technology etc.

• Discusses ways to measure ongoing customer loyalty.
• Examines how loyalty translates to business growth and development through recommendations, referrals and promotions. 

New! Self-evaluations and test questions-reinforce learning.

• Contains a variety of materials such as: summary, key terms and concepts, self-test questions, and application activities.
• Helps readers comprehend and retain chapter material.

Table of Contents

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

Author

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.