Customer Service:Career Success Through Customer LoyaltyDescription |
For courses in Customer Service. Customer Service: Career Success through Customer Loyalty, 5e 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 is reorganized so it is easy to see how key concepts fit together. New information is included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that exceeds customer expectations and creates loyalty and success.  |
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Features |
For courses in Customer Service. Customer Service: Career Success through Customer Loyalty, 5e 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 is reorganized so it is easy to see how key concepts fit together. New information is included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that exceeds customer expectations and creates loyalty and 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.
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.
A greater emphasis on loyalty-and how to build it. - Discusses ways to measure ongoing customer loyalty.
- Examines how loyalty translates to business growth and development through recommendations, referrals and promotions.
Action-oriented pedagogy including: - The Way it Is stories show the current state of customer service
- Service Snapshots cite innovative ideas and practices
- Action Tips show how to apply specific ideas to a variety of service situations
- Look Inside activities encourage self-evaluation and assessment
- Another Look segments feature differing views and opinions on service issues
- Reviewing the Facts and Applying the Ideas sections recap key points and encourage comprehension
- Consider this Case sections encourage application and include questions to stimulate thinking and debate
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New to this Edition |
New! In this updated edition readers will learn: - Specific behaviors that engage customers
- Ways to gather performance-enhancing feedback
- Telephone techniques for excellent service
- 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! Intuitive organization-groups material under the easy-to-remember LIFE acronym (Little Things; Insights; Feedback; Expectations). - Makes it easy to see how key concepts fit together.
New! More on why to deliver good service to internal customers-your employees. - Shows how good internal customer service results in lower turnover, better recruits, and higher productivity.
New! New information on how to use technology to improve customer service-see Chapter 5. - Expands discussion of Web sites, electronic communication, Social Networking Sites, enhanced e-mail, texting, etc.
New! New information on “emotional labor”-see Chapter 13. - Examines thechallenges associated with delivering exceptional customer service and includes tactics for reducing stress and managing time.
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Table of Contents |
1. Know Why Service Matters PART 1: LITTLE THINGS 2. Use Behaviors That Engage Your Customers 3. Listen to Your Customer (a Big “little thing”) 4. Use the Telephone Well for Good Service 5. Use Friendly Web Sites and Electronic Communication PART 2: INSIGHTS 6. Recognize and Deal with Customer Turnoffs 7. Insight into Emerging Trends in Customer Service PART 3: FEEDBACK 8. Get Customer Feedback 9. Recover the Potentially Lost Customer PART 4: EXPECTATIONS 10. Exceed Customer Expectations with Value 11. Exceed Customer Expectations with Information 12. Exceed Customer Expectations with Convenience and Timing PART 5: LIVING LIFE 13. Dealing with Emotional Labor 14. Get Employees to Give Great Service |
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