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Customer
Service Best Practices Ron Zemke & John A. Woods |
This practical new resource book includes 38 carefully chosen articles, training tools, case studies and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes.
With an emphasis on what, why, and especially how-to, the information in this book will help customer service managers, trainers, and frontline associates develop more effective policies and procedures.
Materials are Fully Reproducible!
All materials are fully reproducible which makes them especially useful as handouts, job aids, newsletter items, and training tools. In addition, selected resources are included on diskette for easy customization and reproduction. We make it easy for you to add, delete, or change information to suit your special needs. All materials are provided in Microsoft Word, so within minutes you can add your company name and logo to give your resources a customized look.
Tools and Resources Included
- How to quantify the payoff in improved customer service
- Special section on customer service and the internet
- Special appendix-benchmarking your customer service with findings from the 1996 International Customer Service Association (ICSA) study
- 38-item self assessment to evaluate your current service level
- Coaching for customer service
- Training tips for telephone customer service
- Chip Bell
- Terry Vavra
- Rebecca Morgan
- Jim Sterne
- John Goodman
- Mark Sanborn
- Kristin Anderson
- Doug Pruden
- Janelle Barlow
- Joanna Brandi
- Lisa Ford
- Jerry Fritz
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Part One: Great Customer Service, Customer Retention, and Growth
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The Systems View and Great Customer Service, John Woods
Travelling the Highway to "Wow!" Service, Jerry Fritz
Quantifying the Payoff in Delivering Better Customer Service, John Goodman
Part Two: Practical Models for Managing the Customer Service Department
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How to Create a Plan to Deliver Superior Customer Service, Susan Smith
Standards for Service: From Countability to Accountability, Kristin Anderson
Customers Care When They Share, Chip Bell
Training for Success Through Service: How Delta Airlines Does It, Nora Weaver and Tom Atkinson
Part Three: Practical Methods for Managing the Customer Service Department
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Authentic Coaching: Get the Best from Customer Service Providers, Anne
Bruce and James S. Pepitone
Unleashing the Power of Customer CARE in Your Organization, Joanna Brandi
Part Four: Customer Service on the Frontline
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Six Tools for Improving How You Deliver Service to Customers, Rebecca
Morgan
Maintaining Superior Service During Periods of Peak Demand, Janelle M. Barlow and Dianne Maul
Creating the Sounds of Quality: Delivering Great Service on the Telephone, Kathleen Brown
Customer Service Automated Response Systems, Marlene Yanovsky
Part Five: Improving Customer Service: Strategies and Techniques
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The Ten Practices of Exceptional Service, Mark Sanborn
Beyond Loyalty: Inspiring Customers to Brag, Michael Cafferky
Customer Surveys that Deliver Actionable Information, Bob Shaver
Part Six: Customer Problems and Problem Customers
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Service Recovery: Turning Oops! into Opportunity, Ron Zemke
Using H.E.A.T. Technique, John Hartley
Part Seven: Customer Service on the Internet
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The World Wide Web Was Made for Customer Service, Jim Sterne
Internet Self-Service Support: Beyond Search Engines to "Smart Answers on the Net," Keith Loris
Part Eight: Customer Service and the Rest of the Organization
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Coordinating Service Across Functional Boundaries: The Departure Process
at Southwest Airlines, Jody Hoffer Gittel
Swing Your Trapeze Buddy: Working Together Internally to Serve External Customers, Mark Rosenberger
Customer Service in the Sales-Focused Organization, Gary Connor
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Appendix A: Benchmarking Your Customer Service with Findings from
the 1996 ICSA Benchmarking Study
Appendix B: Directory of Magazines, Journals, and Newsletters that Deal with Customer Service
Appendix C: Customer Service Online Directory
