search for books and compare prices
Tables of Contents for Customer Service
Chapter/Section Title
Page #
Page Count
What is Customer Service? An Introduction
1
18
What is Customer Service?
2
1
Economic Shifts
3
1
Growth of the Service Economy
4
1
Addressing the Changes
5
1
Reasons for the Shift to Customer Service
5
3
Who Provides the Service?
8
2
Where Will it all Lead?
10
1
The Customer Service Environment
11
3
Why Should Organizations Provide Good Service?
14
1
Summary
14
1
Questions to Consider
15
1
Quick Quiz
15
1
Face to Face
16
1
References and Additional Readings
17
2
Contributing to the Service Culture
19
18
Defining A Service Culture
20
1
Elements of a Service Culture
20
4
Service Philosophy
20
1
Employee Roles and Expectations
21
1
Policies and Procedures
22
1
Management Support
23
1
Motivators and Rewards
24
1
Training
24
1
Establishing a Service Strategy
24
1
Customer-Friendly Systems
25
2
Tools That Organizations Use to Measure Their Service Culture
26
1
Customer-Oriented Service Professions
27
1
Thirteen Strategies for Promoting a Positive Service Culture
28
4
Separating Average Companies From Excellent Companies
32
1
What Customers Want
32
1
Summary
33
1
Questions to Consider
34
1
Quick Quiz
34
1
Face to Face
35
1
References and Additional Readings
36
1
Customer Service and Behavior
37
26
Why Be Concerned With Behavioral Styles?
38
1
What Are Behavioral Styles?
38
1
Identifying Behavioral Styles
38
3
Style Tendencies
41
2
D: Decisive
41
1
I: Inquisitive
42
1
R: Rational
42
1
E: Expressive
43
1
How Do You Communicate With Each Style?
43
4
Building A Stronger Relationship By Solving Problems
47
6
Dealing With Perceptions
53
3
What Affects Service Perceptions?
54
1
Perceptions and Stereotypes
54
2
Interpreting Your Perceptions
56
1
Strategies for Success
56
3
Summary
59
1
Questions to Consider
59
1
Quick Quiz
59
1
Face to Face
60
2
References and Additional Readings
62
1
Listening to the Customer
63
24
Why is Listening So Important?
64
2
What is Listening?
66
1
Hearing
66
1
Attending
66
1
Comprehending
67
1
Responding
67
1
Characteristics of a Good Listener
67
3
Causes of Listening Breakdown
70
5
Personal Obstacles
70
2
External Obstacles
72
3
Indicators of Poor Listening
75
1
Strategies for Improved Listening
76
3
Information Gathering Techniques
79
2
More Question Guidelines
81
2
Summary
83
1
Questions to Consider
83
1
Quick Quiz
84
1
Face to Face
85
1
References and Additional Readings
86
1
Verbal Communication and Customer Service
87
18
Effective Customer Interactions
88
1
Ensuring Two-Way Communication
89
1
Communication Model Factors
90
1
Projecting a Positive Image
90
2
Communicating Positively
92
3
Avoiding Negative Communication
95
1
Providing Feedback
95
3
Verbal Feedback
95
1
Nonverbal Feedback
96
2
Dealing Assertively With Customers
98
1
Assertive Versus Aggressive Service
99
2
Assertive Behavior Example
99
1
Aggressive Service Example
100
1
Providing Assertive Service
100
1
Summary
101
1
Questions to Consider
101
1
Quick Quiz
102
1
Face to Face
103
1
References and Additional Readings
103
2
Nonverbal Communication and Customer Service
105
14
What is Nonverbal Communication?
106
6
Body Language
106
1
Appearance/Grooming
107
1
Voice Cues
107
1
Spatial Cues (Proxemics)
108
2
Environmental Cues
110
1
Miscellaneous Cues
110
2
Customer-Focused Behavior
112
2
Advantages of Customer-Focused Behavior
114
1
Summary
115
1
Questions to Consider
115
1
Quick Quiz
116
1
Face to Face
117
1
References and Additional Readings
118
1
Telephone Customer Service
119
18
The Telephone As a Business Tool
120
1
Advantages of Telephone Customer Service
120
1
Effective Communication Skills
120
3
Effective Telephone Usage
123
8
The Blind Transfer
127
1
Call Waiting
127
1
Voice Mail and Answering Machines
128
3
Avoiding ``Phone Tag''
131
1
Summary
131
1
Questions to Consider
132
1
Quick Quiz
132
1
Face to Face
133
2
References and Additional Readings
135
2
Handling Difficult Customer Encounters
137
18
All Customers have Needs
138
1
The Role of Behavioral Style
138
1
Working with Difficult Customers
138
5
Dissatisfied Customers
139
1
Indecisive Customers
140
1
Angry Customers
140
2
Demanding or Domineering Customers
142
1
Rude or Inconsiderate Customers
142
1
Talkative Customers
142
1
Effective Problem Solving
143
4
Going Beyond the Surface
147
1
Maintaining Your Sanity
147
3
Summary
150
1
Questions to Consider
150
1
Quick Quiz
150
1
Face to Face
151
3
References and Additional Readings
154
1
Customer Service in a Diverse Business Environment
155
22
What is Diversity?
156
1
The Impact of Diversity
156
2
Aren't All Customers the Same?
158
1
The Impact of Cultural Values
159
2
Providing Quality Service to Diverse Customer Groups
161
6
People with Language Differences
162
2
Customers with Disabilities
164
1
Elderly Customers
164
2
Young Customers (18 and Under)
166
1
Communicating With a Diverse Audience
167
2
Summary
169
1
Questions to Consider
170
1
Quick Quiz
170
1
Face to Face
171
2
Resources and Additional Readings
173
1
Appendix: Selected Information From the Americans With Disabilities Act of 1990
174
3
Encouraging Customer Loyalty
177
16
The Importance of Customer Relationships
178
1
Factors Impacting Customer Loyalty
179
3
Be Responsible for your Customer Relationships
182
1
Making the Customer Number One
183
1
Build Trust
184
1
Retaining Customers
185
2
Strive for Quality
187
1
Summary
188
1
Questions to Consider
188
1
Quick Quiz
189
1
Face to Face
190
1
References and Additional Readings
191
2
Service Recovery
193
16
What is Service Recovery?
194
1
What is a Service Breakdown?
194
1
Causes of Service Breakdowns
195
3
Organizational Factors
195
2
Employee Factors
197
1
Customer Factors
198
1
Reasons for Customer Defection
198
2
Strategies for Preventing Dissatisfaction
200
2
Implementing a Service Recovery Strategy
202
2
Roadblocks to Service Recovery
204
1
Summary
205
1
Questions to Consider
205
1
Quick Quiz
205
2
Face to Face
207
1
References and Additional Readings
208
1
Focusing on the Future
209
12
Future Challenges
210
1
Shifts in Demographics
210
1
Technology Implications
211
2
A Changing Legal Environment
213
1
The Role of Education
213
1
Skills for Success
214
3
Basic Skills: Reading, Writing, and Computation
214
1
Communication Skills
215
1
Creative Thinking Skills
215
1
Interpersonal Skills
216
1
Leadership Skills
216
1
Negotiation Skills
216
1
Problem-Solving Skills
217
1
Technical Skills
217
1
A Final Thought About Customer Service
217
1
Building for Tomorrow
218
1
Summary
218
1
Questions to Consider
219
1
Quick Quiz
219
1
References and Additional Readings
220
1
Reader's Customer Service Survey
221
2
Appendix: Sample Personal Action Plan
223
2
Bibliography
225
2
Glossary of Terms
227
4
Index
231