Instruction Manual for Customer Service Career Success Through Customer Loyalty 6th Edition by Paul Timm 0133112061 9780133112061

Instruction Manual for Customer Service Career Success Through Customer Loyalty 6th Edition by Paul R. Timm – Ebook PDF Instant Download/DeliveryISBN:  0133112061, 9780133112061 

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ISBN-10 ‏ : ‎0133112061 

ISBN-13 ‏ : ‎9780133112061

Author:   Paul R. Timm 

This is the eBook of the printed book and may not include any media, website access codes, or print supplements that may come packaged with the bound book. Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking, trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.

Instruction Manual for Customer Service Career Success Through Customer Loyalty 6th Table of contents:

Chapter 1 Know Why Service Matters
Gaining a Focus on Service Importance
Customer Relationships Can Become Partnerships
Positive Word of Mouth Gets and Keeps Customers
The Damaging Cost of a Lost Customer
Translating Slogans and Good Intentions into a Strategy
Customer Service Core Competencies
The Ultimate Goal: Developing Customer Loyalty for Life
Final Thoughts
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas: Interview Service Providers
Building a Customer Service Strategy: Your Ongoing Case
Notes
Part 1 LIFE: Little Things
Chapter 2 Use Behaviors that Engage Your Customers
Behavior and Personality Factors That Please Customers
Individual Behavior Action Tips that Convey Personality
Action Tips for Making Contact with Customers
Action Tips for Establishing Rapport with Customers
Action Tips to Communicate Reassurance to Customers
Action Tips for Projecting Professionalism
Organizational Action Tips that Convey a Customer-Centered Culture
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas: How Do Behaviors Influence Customer Loyalty?
Applying the Ideas: Hooray for Waffle House
Building a Customer Service Strategy: Your Ongoing Case
Notes
Chapter 3 Listen to Your Customer (a Big “Little thing”)
Doesn’t Anybody Ever Listen?
Poor Listening = The #1 Communication Problem
The Difference between Listening and Merely Hearing
What Contributes to Listening?
Listening Habits to Avoid
Positive Steps to Better Listening
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas: Discover Your Listening Style
Building a Customer Service Strategy: Your Ongoing Case
Chapter 4 Use the Telephone Correctly for Good Service
Know the Benefits and Drawbacks of Telephone Communication
Action Tips for Telephone Use Professionalism
Action Tips on What to Do and Say
Action Tips for Expressing Yourself on the Phone
Action Tips for Efficient Use of the Phone
Call Centers: Centralized Phone Handling
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas: Try Rewording for a Better Tone
Applying the Ideas: Hear the Difference
Building a Customer Service Strategy: Your Ongoing Case
Note
Chapter 5 Use Friendly Web Sites and Electronic Communication
What Is Web-Based Customer Service?
Recognize Disadvantages of Web-Based E-Service
Apply Action Tips for Avoiding E-Service Problems
Utilize Action Tips for Evaluating and Growing E-Service Effectiveness
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas: Explore the World of E-Service
Building a Customer Service Strategy: Your Ongoing Case
Notes
Part 2 LIFE: Insight
Chapter 6 Recognize and Deal with Customer Turnoffs
Be Aware. Be Very Aware—Recognize Pet Peeves about Customer Service
Gaining Insight: What Turns Customers Off?
Create Loyal Customers
Some Final Thoughts
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas
Building a Customer Service Strategy: Your Ongoing Case
Notes
Chapter 7 Insight into Emerging Trends in Customer Service
Companies Need to Enhance “One-to-One” Personalization of Customer Service
Companies Need to understand Shifting Demographic Needs
Companies Need to Grasp that Customers Expect Transparency and Trust
Understand that Some Things Remain Consistent
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas
Building a Customer Service Strategy: Your Ongoing Case
Notes
Part 3 LIFE: Feedback
Chapter 8 Get Customer Feedback
Why Feedback Is Vitally Important
Reinforce, Don’t Challenge the Customer
Act on Complaints in Productive Ways
Other Proactive Ways to Get Feedback
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas: Getting Customer Feedback
Building a Customer Service Strategy: Your Ongoing Case
Notes
Chapter 9 Recover the Potentially Lost Customer
Understand the Case for Customer Recovery
Maintain Healthy Attitudes about Customer Recovery
Develop Your Recovery Skills
Handle the Occasional Customer from Hell
Handle a Nasty Complaint Letter or Email
Use Human Relations Skills to Convey Appropriate Tone
A Final Thought
Summary of Key Ideas
Key Concepts
Self-Test Questions
Application activity Defusing and Recovering the Unhappy Customer
Building a Customer Service Strategy: Your Ongoing Case
Note
Part 4 LIFE: Expectations
Chapter 10 Exceed Expectations with Value
Define A-Plus Value: What It Is
Create an Enhanced Sense of Intrinsic and Associated Value
Seven Ways to Enhance the Perception of Value
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas
Building a Customer Service Strategy: Your Ongoing Case
Notes
Chapter 11 Exceeding Customers Expectations with Information
Recognize the Nature of A-Plus Information
Know How to Produce A-Plus Information
Use Techniques that Enhance Message Clarity
Create and Support Customer User Groups and Classes
Pay Special Attention to A-Plus Information in E-Commerce
Evaluate Your A-Plus Information Efforts
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas
Building a Customer Service Strategy: Your Ongoing Case
Notes
Chapter 12 Exceed Customer Expectation with Convenience and Timing
Understand A-Plus Convenience and Timing
How to Produce A-Plus Convenience
Give Serious Regard to Customer Time and Convenience
Consider the Use of Virtual Waiting Techniques
Make Things Easier for Customers
Create Once-and-Done Service
Make Doing Business Easy
Offer Ancillary Services
Simplify the Product
Measure Your A-Plus Convenience Efforts
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas
Building a Customer Service Strategy: Your Ongoing Case
Notes
Part 5 Living Life and Leading Others
Chapter 13 Influencing Others to Give Great Service
Articulate a Vision: What Managers Should Do First
Plan a Strategy for Customer Loyalty
Organizing Processes, People, and Resources to Achieve the Vision
Lead and Motivate Employees
Acknowledge that Customer Service Work can be Stressful
Create and Sustain an Effective Organizational Culture
Continuously Harvest A-Plus Ideas
Influencing Others to Change
Control the Processes
Empower Employees
Tie the Reward System to Appropriate Actions
A Final Thought
Summary of Key Ideas
Key Concepts
Reviewing the Facts
Applying the Ideas
Building a Customer Service Strategy: Your Ongoing Case
Notes

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Tags: Customer Service, Career Success, Customer, Loyalty, Paul Timm