Customer Service: Career Success through Customer Loyalty, 6e 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 features more on social networking, trustability, and customer service trends. Information is also 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 yields loyalty and success.
Table of Contents
Appreciate Why Customer Service Matters
PART I: L=LITTLE THINGS
Use Behaviors That Engage Your Customers
Listen to Your Customer ( a Big "little thing")
Use the Telephone Correctly for Good Service
Use Friendly Web Sites and Electronic Communication
PART II=INSIGHT
Recognize and Deal with Customer Turnoffs
Insight into Emerging Trends in Customer Service
PART III=FEEDBACK
Get Customer Feedback
Recover the Potentially Lost Customer
PART IV=EXPECTATIONS
Exceed Expectations with Value
Exceed Expectations with Information
Exceed Expectations with Convenience and Timing
PART V=LIVING LIFE AND LEADING OTHERS
Influencing Others to Give Great Service
