The Customer Service Pocketbook: Table of Contents
- Buy the Customer Service Pocketbook (UK)
- Buy The Customer Service Pocketbook (US)
- Book website homepage
- Overview and contents
- FREE sample chapter: Empowering Great Customer Service
- Reviews of the book
- Suggested further reading
- About the authors
Table of contents
WHY CUSTOMER SERVICE MATTERS
- Fulfilling personal and organisational needs
- the importance of how you do things
- customers buy experiences
- repeat business
- the lifetime value of customers
- the silent complainer
- the company ambassador
WHAT'S DIFFERENT ABOUT GOOD SERVICE?
- Putting customers first
- what you need
- quality
- attention to detail
- delivering great service
- case studies
- taking responsibility
- remembering good and bad service
EFFECTIVE CUSTOMER COMMUNICATIONS
- Communications you depend on
- good communication
- listening skills
- written communication
- the Readability Index
- how technology helps
- when technology fails
- using email
TURNING COMPLAINTS INTO OPPORTUNITIES
- Benefits of complaints
- customer needs
- common causes of complaints
- handling complaints
- dealing with angry customers
EMPOWERING GREAT CUSTOMER SERVICE
- Everyone plays a role
- corporate culture
- internal customers
- when the internal customer chain weakens
- strengthening the internal customer chain
- passing on work
MEASURING CUSTOMER SERVICE
- Setting standards
- using internal indicators
- customer satisfaction
- mystery shopper programmes
- rewarding team members
- case study
PERSONAL ACTION PLANNING
- The pay-off
- reviewing the lessons
- overcoming obstacles
APPENDIX: NOTES FOR TRAINERS