Customer Service: Career Success Through Customer Loyalty eBook (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.

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• 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

• 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

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