The Customer Service Pocketbook

• Buy the Customer Service Pocketbook
• 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

RECOMMENDED FURTHER READING