Customer Service: Career Success Through Customer Loyalty (6e)

For courses in Customer Service.

Customer Service: Career Success through Customer Loyalty, 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.

• 1.      Appreciate Why Customer Service Matters
• PART I=LITTLE THINGS
• 2.      Use Behaviors That Engage Your Customers
• 3.      Listen to Your Customer ( a Big "little thing")
• 4.      Use the Telephone Correctly for Good Service
• 5.      Use Friendly Web Sites and Electronic Communication
• PART  II= INSIGHT
• 6.      Recognize and Deal with Customer Turnoffs
• 7.      Insight into Emerging Trends in Customer Service
• PART III=FEEDBACK
• 8.      Get Customer Feedback
• 9.      Recover the Potentially Lost Customer
• PART IV=EXPECTATIONS
• 10.  Exceed Expectations with Value
• 11.  Exceed Expectations with Information
• 12.  Exceed Expectations with Convenience and Timing
• PART V= LIVING LIFE AND LEADING OTHERS
• 13.  Influencing Others to Give Great Service

This sixth edition shows the power of converting buyers into loyal customers and offers more on trustability, social networking, technology and case application.

New! In this updated edition readers will learn:

• Specific behaviors that engage customers
• Ways to gather performance-enhancing feedback
• Telephone techniques for excellent service
• How to create websites, email, and messages that delight customers
• Tools for dealing with and recovering unhappy customers
• Ways to exceed expectations in value, information, convenience, and timing
• Skills for managing others in the pursuit of service excellence
• Future directions in customer service and more!

Expanded sections on social networking and technology investigatehow modern applications like Facebook, Twitter, and company websites impact customer service.

New material on "trustability" cite how trust-building actions and policies enhance customer and employee loyalty.

A new ongoing case study asks students to select a hypothetical case in Chapter 1 and reflect on it throughout the text.

New Reorganization structures material more systematically around an easy-to-remember acronym: LIFE (Little Things, Insight, Feedback, Expectations).  

Updated analysis of today's customers reveals what triggers their loyalty and sparks their buying decisions.  

• Moves beyond good service intentions to a workable customer service plan—with sustainable activities that serve customers and achieve organisational and career success.
• Emphasises how to turn customers into company promoters—using exceptional customer service.
• Discusses customer loyalty and its impact on business—offering ways to measure customer loyalty and ways to increase it.
• Shows how to handle specific customer situations—using an innovative skills approach.
• Examines the challenges associated with delivering exceptional customer service—and ways to reduce stress and manage time.
• Discusses internal customers—andwhy good service to coworkers and direct reports leads to more company success.
• Reinforces concepts with real-world examples