Customer Service: Career Success Through Customer Loyalty, CourseSmart eTextbook, 5th Edition

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.  

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