Customer Service DNA: Building Blocks that Drive Customer Loyalty

Customer Service DNA: Building Blocks that Drive Customer Loyalty

by Curtis Hill


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Product Details

ISBN-13: 9781462116287
Publisher: Cedar Fort, Incorporated/CFI Distribution
Publication date: 05/12/2015
Edition description: Reprint
Pages: 208
Sales rank: 1,064,430
Product dimensions: 5.90(w) x 8.90(h) x 0.70(d)

Table of Contents

Introduction: A Glass Half Empty 1

Section 1 Traditional vs. Evolutionary Customer Service 7

Traditional Customer Service: You've Come a Long Way, Baby 9

Transactional vs. Relational Customer Service 15

Processes vs. Principles 23

Repair vs. Prevention 39

Summary of Section One: Traditional Vs. Evolutionary Customer Service 51

Section 2 The Right Vision 55

The Three "Rights": Getting It Right, Not Just "Righter" 57

Seeing Things Clearly 61

Clearer Vision Through Reading Patterns 75

Summary of Section Two: The Right Vision 91

Section 3 The Right People 95

Reality Based 97

Relationship Builders 109

Trustworthy: You Can Trust the Person Who Wears the Star 127

Summary of Section Three: The Right People 147

Section 4 The Right Organization 151

Excellent and Consistent 153

Flexible and Scalable 163

Accessible and Usable 171

Global and Local 177

Summary of Section Four: The Right Urbanization 187

Afterword: The Choices Are Up to You 191

About the Authors 195

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Customer Service DNA: Building Blocks that Drive Customer Loyalty 5 out of 5 based on 0 ratings. 1 reviews.
jessiesouthie More than 1 year ago
Customer Service is of the utmost importance when it comes to the real world. Every company relies on it in order to be successful. I, having worked for many years in Customer Service, know just what it means to a company. That being said, I think it is awesome to have a book like this that outlines not only how to provide good customer service, but WHY it is necessary. I also love that it includes little things like just keeping a customers drink full at all times, if that is your line of work. If you have a job in customer service, or you are looking to run a business or looking to improve yours, this is for sure the book for you.