Superior Customer Service

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ISBN: 9780910627528 | 0910627525
Cover: Paperback
Copyright: 6/30/2006

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This new book details how to care for customers and how to make superior service happen, and keep customers coming back to your store or Web site. You will learn practical and innovative tips and tricks that are easy to implement. These concepts and skills can be applied immediately. This book is a ready- made, in-house training workshop and step-by-step manual for creating superior customer service in an ever-competitive business environment. Learn from successful companies what works and what doesn't to help keep customers racing back to your business.

FOREWORD

(3)

CHAPTER 1: BASICS OF CUSTOMER SERVICE

(16)

The Customer Service Golden Rule

(2)

Setting Your Company Apart

(2)

Buy-In from Management

(1)

Things Your Customers Don't Want to Hear

(2)

Customer-Centric Business Processes and "The Extra Donut"

(1)

The Customer Service Mindset

(1)

What Does Your Company Look Like from the Outside?

(2)

Basic Business Ethics

(2)

Unresolved Problems

(2)

CHAPTER 2: CREATING A CUSTOMER-CENTRIC CORPORATE CULTURE

(20)

The Corporate Culture and Customer Service

(1)

Mission Statement

(2)

Your Corporate Values

(3)

Creating a Service-Oriented Culture

(1)

Know Your Customer

(2)

Create a Customer Service Strategy

(1)

Hire the Right People

(2)

Customer Service Training

(1)

Implement Standards and Record Metrics

(1)

Positive Reinforcement

(1)

Start at the Top

(1)

Keep Your Employees Happy

(4)

Service Example

(4)

CHAPTER 3: MULTIPLE CHANNELS OF CUSTOMER SERVICE

(16)

Align Your Processes with Customer Needs

(1)

Equal Time

(2)

E-Service

(1)

Unified Information

(1)

Office Politics and Departmental Fiefdoms

(2)

Teamwork

(2)

Promote Information Sharing

(1)

Use Communication Technology

(1)

No Rigid Job Descriptions

(1)

Empower Employees

(1)

A Word About Security

(1)

A Summary of Information Privacy Regulations

(2)

CISP (VISA Cardholder Information Security Program)

(1)

Gramm-Leach-Bliley Act

(1)

HIPAA (Health Insurance and Portability Accountability Act)

(1)

Sarbanes-Oxley Act

(1)

California Information Practice Act

(1)

"I Can't Do That"

(3)

CHAPTER 4 HIRING CUSTOMER SERVICE PEOPLE

(16)

Certifications

(1)

A Word About the Help Desk Career

(1)

Background

(1)

A Background Check

(3)

Training

(1)

Are Customer Service People Made or Born?

(2)

The Interview Process

(1)

Continuing Education

(3)

Every Employee Is a "Customer Service" Employee

(1)

A Checklist

(2)

CHAPTER 5: SWITCHING GEARS

(18)

The Ambassador's Hat: People Skills

(1)

The Techno Hat

(1)

The Thinking Cap

(1)

The Wizard's Hat

(1)

A Spelunker's Helmet

(1)

An Architect's Hat

(1)

A Firefighter's Hat

(1)

A Decision-Maker's Hat

(1)

A Mind Reader's Turban

(1)

Key drivers of customer service

(1)

Customer Lifecycle Care

(2)

Employee Engagement and the Customer Service Center

(2)

How Engaged Is Your Customer Service Staff?

(2)

Empowering Your Customer Service Staff

(1)

Quality Groups

(4)

CHAPTER 6: CUSTOMER SERVICE AS AN OPPORTUNITY TO CROSS-SELL AND UP-SELL

(18)

The Value of Existing Customers

(3)

Complaints

102

(1)

Do You Want Fries with That?

103

(1)

Turning a Service Call into a Sales Call

104

(1)

Asking Questions

105

(1)

Data for Cross-Sell and Up-Sell

106

(1)

Be a Customer Advocate

107

(2)

Customer Loyalty

109

(2)

Customer Incentives: Buying Loyalty

111

(1)

Sticky Web Sites

112

(5)

CHAPTER 7: GATHERING INFORMATION ABOUT YOUR CUSTOMERS

117

(12)

Where Does the Information Go?

117

(1)

"It's all in My Head"

118

(1)

Legislation

119

(1)

Credit Card Information and Other Legalities

120

(3)

123

(1)

Who Are Your Offline Customers?

124

(5)

CHAPTER 8: CRUNCHING THE NUMBERS

129

(6)

What You Need to Know

129

(1)

Web Analytics

130

(2)

CRM Analytics

132

(1)

Customer Feedback

132

(3)

CHAPTER 9: YOUR NEIGHBORHOOD CALL CENTER-NOW CONVENIENTLY LOCATED IN INDIA

135

(16)

Failed Outsourcing Projects

136

(1)

An Outsourcing Strategy for Success

137

(2)

What to Outsource

139

(2)

Where to Outsource: Offshore or Domestic Outsourcing

141

(1)

Why Outsource?

142

(2)

Don't Lose Sight of Your Customers

144

(2)

Service Level Agreement

146

(5)

CHAPTER 10: CUSTOMER SERVICE TECHNOLOGY

151

(20)

Available Customer Service Technologies

152

(1)

E-commerce Products

153

(1)

Search/Knowledge Management Products

153

(1)

Customer Relationship Management

154

(1)

Customer Portals

155

(1)

Service Resolution Management

156

(1)

IVR Systems

157

(1)

Sales Force Automation

158

(1)

E-Service

158

(1)

The Blog Monster

159

(2)

E-mail Customer Service

161

(1)

The Web-Enabled Contact Center

162

(2)

Transparency and Compatibility

164

(2)

Sending an E-mail to a Customer

166

(5)

CHAPTER 11: CREATING CUSTOMER SERVICE IN AN ONLINE ENVIRONMENT

171

(18)

A Web Site Isn't an Excuse to Hide the Humans

172

(3)

Creating a Customer-Friendly Site

175

(4)

Your Search Strategy

179

(2)

E-mail Advertising

181

(2)

Create a Content-Rich Web Site

183

(2)

The Checkout Process

185

(1)

Customer self-service

186

(3)

CHAPTER 12: CUSTOMER SERVICE STRATEGIES

189

(14)

The Call Log

189

(2)

The Customer Service Blog

191

(1)

Attitude and Demeanor

191

(2)

Think Proactively

193

(1)

The customer is Always Right —Until He's Wrong

194

(2)

Empower Your Customer

196

(2)

A Service Guarantee

198

(5)

CHAPTER 13: OFFICE POLITICS

203

(18)

Keeping a Friendly Office Environment

204

(1)

Keep Stress Levels Manageable

205

(2)

Keeping Them Motivated

207

(3)

No Boss's Pet

210

(1)

Results are What Counts

211

(1)

Creating an Unmotivated Employee

212

(2)

A Fun Workplace

214

(1)

What is a "Poor Attitude," Anyway?

215

(1)

Performance Reviews

216

(3)

Internal Public Relations

219

(2)

CHAPTER 14: EFFECTIVE PROBLEM SOLVING

221

(18)

Getting Information from Your Client

221

(2)

Be Honest with Your Client

223

(1)

Stop and Listen

224

(2)

Be the Expert

226

(1)

Take Away the "Idiot Factor"

227

(1)

Understand What the Customer Wants

228

(1)

Being the Bearer of Bad News

229

(2)

When the Customer Asks for Too Much

231

(2)

Avoiding the Run-around

233

(2)

Be on the Same Side as Your Customer

235

(4)

CHAPTER 15: BEST PRACTICES

239

(16)

Avoid Voice Mail Hell

239

(1)

"Press One for Customer Service...."

240

(1)

Automated response

241

(1)

Use Guidelines, Not Scripts

241

(2)

Angry Clients

243

(2)

Talk on the Same Level as Your Client

245

(1)

Handle It Yourself when Possible, But Call in the Troops when Needed

245

(1)

Regular Updates and Communication

246

(1)

Extra Donut

246

(1)

"Feel Like a Number"

247

(1)

More Action, Less Talk

248

(1)

Keeping Up Appearances

249

(2)

The Ten Commandments of Customer Service

251

(4)

Ten Commandments of Customer Service for Managers

252

(1)

Ten Commandments of Customer Service for Employees

253

(2)

GLOSSARY

255

(24)

INDEX

279

(4)

BIOGRAPHY

283

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Superior Customer Service

Summary

Table of Contents

Supplemental Materials