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Best practices in customer service / edited by Ron Zemke and John A. Woods.

Contributor(s): Material type: TextTextPublication details: Amherst, Mass. : HRD Press ; New York, N.Y. : AMACOM, 1999.Edition: 1st AMACOM ed. 1999Description: xvii, 414 p. : ill. ; 28 cmISBN:
  • 0814470289
  • 9780814470282:
Subject(s): DDC classification:
  • 658.812
Contents:
Customer service, value, and the systems view / John A. Woods -- Traveling the highway to "Wow!" service / Jerry Fritz -- Quantifying the impact of great customer service on profitability / John Goodman -- Delighting your customers: creating world-class service / Eberhard E. Scheuing -- Customer retention and the stages of service after the sale / Terry G. Vavra and Douglas R. Pruden.
How to create a plan to deliver great customer service / Susan Smith -- Building a picture of perfect service / Michael Vandergriff -- Standards for service: from countability to accountability / Kristin Anderson -- What customers really want: how that affects what service to deliver / Georgette M. Zifko-Baliga -- Customers care when they share: how to nurture loyalty through inclusion / Chip R. Bell -- Training for success through service: how Delta Air Lines does it / Nora Weaver and Tom Atkinson.
Authentic coaching: getting the best from customer service providers / Anne Bruce and James S. Pepitone -- Unleashing the power of customer CARE in your organization / JoAnna Brandi -- How to let customer value drive customer problem solving / R. Eric Reidenbach, Gordon W. McClung, and Reginald W. Goeke.
Six tools for improving how you deliver service to customers / Rebecca L. Morgan -- Maintaining superior customer service during periods of peak demand / Janelle M. Barlow and Dianna Maul -- Creating the sounds of quality: delivering great service on the telephone / Kathleen Brown -- Problem-solving tips for telephone representatives / Donna Hall -- Customer-sensitive automated response systems / Marlene Yanovsky.
The ten practices of exceptional service / Mark Sanborn -- Beyond loyalty: inspiring customers to brag / Michael E. Cafferky -- Customer service sort cards: a training exercise / Sharon A. Wulf -- Strategies that foster customer loyalty / Lisa Ford -- The care and handling of the mature market / Patricia V. Alea and Rebecca Chekouras -- Customer surveys that deliver actionable information / Robert Shaver.
Service recovery: turning Oops! into opportunity / Ron Zemke -- Cooling the customer with HEAT / John Hartley.
The World Wide Web was made for customer service / Jim Sterne -- Using the Internet to measure customer satisfaction and loyalty / John Chisholm -- Internet self-service support: beyond search engines to "Smart Answers on the 'Net"(TM) / Keith Loris.
Coordinating services across functional boundaries: the departure process at Southwest Airlines / Jody Hoffer Gitell -- Swing with your trapeze buddy: working together internally to serve external customers / Mark Rosenberger -- The company-wide, sales-focused organization / Gary Connor -- Customer service: a key to innovation success / Scott Davis -- Great internal service creates great external service / H. Lee Meadow.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
General Lending Carlow Campus Library General Lending 658.812 (Browse shelf(Opens below)) 1 Available 29497

Includes bibliographical references.

[Part One. Great customer service, customer retention and growth] Customer service, value, and the systems view / John A. Woods -- Traveling the highway to "Wow!" service / Jerry Fritz -- Quantifying the impact of great customer service on profitability / John Goodman -- Delighting your customers: creating world-class service / Eberhard E. Scheuing -- Customer retention and the stages of service after the sale / Terry G. Vavra and Douglas R. Pruden.

[Part Two. Practical models for handling customer service] How to create a plan to deliver great customer service / Susan Smith -- Building a picture of perfect service / Michael Vandergriff -- Standards for service: from countability to accountability / Kristin Anderson -- What customers really want: how that affects what service to deliver / Georgette M. Zifko-Baliga -- Customers care when they share: how to nurture loyalty through inclusion / Chip R. Bell -- Training for success through service: how Delta Air Lines does it / Nora Weaver and Tom Atkinson.

[Part Three. Practical methods for leading customer service] Authentic coaching: getting the best from customer service providers / Anne Bruce and James S. Pepitone -- Unleashing the power of customer CARE in your organization / JoAnna Brandi -- How to let customer value drive customer problem solving / R. Eric Reidenbach, Gordon W. McClung, and Reginald W. Goeke.

[Part Four. Customer service on the front line] Six tools for improving how you deliver service to customers / Rebecca L. Morgan -- Maintaining superior customer service during periods of peak demand / Janelle M. Barlow and Dianna Maul -- Creating the sounds of quality: delivering great service on the telephone / Kathleen Brown -- Problem-solving tips for telephone representatives / Donna Hall -- Customer-sensitive automated response systems / Marlene Yanovsky.

[Part Five. Improving customer service: strategies and techniques] The ten practices of exceptional service / Mark Sanborn -- Beyond loyalty: inspiring customers to brag / Michael E. Cafferky -- Customer service sort cards: a training exercise / Sharon A. Wulf -- Strategies that foster customer loyalty / Lisa Ford -- The care and handling of the mature market / Patricia V. Alea and Rebecca Chekouras -- Customer surveys that deliver actionable information / Robert Shaver.

[Part Six. Customer problems and problem customers] Service recovery: turning Oops! into opportunity / Ron Zemke -- Cooling the customer with HEAT / John Hartley.

[Part Seven. Customer service on the Internet] The World Wide Web was made for customer service / Jim Sterne -- Using the Internet to measure customer satisfaction and loyalty / John Chisholm -- Internet self-service support: beyond search engines to "Smart Answers on the 'Net"(TM) / Keith Loris.

[Part Eight. Customer service and the rest of the organization] Coordinating services across functional boundaries: the departure process at Southwest Airlines / Jody Hoffer Gitell -- Swing with your trapeze buddy: working together internally to serve external customers / Mark Rosenberger -- The company-wide, sales-focused organization / Gary Connor -- Customer service: a key to innovation success / Scott Davis -- Great internal service creates great external service / H. Lee Meadow.

27.99

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