Curtis Hill, Erik Alberts, and Richard Godfrey have spent years working in and with Fortune 500 companies like Cisco and Hewlett-Packard to create award-winning customer service experiences. Their expertise will sharpen your competitive edge by teaching you how to
• Build on your established relationships and attract new customers.
• Keep your existing customers excited about your business.
• Leverage your networks for greater and more profitable growth.
• Develop a flexible and scalable approach to customer service.
• Approach service as an ongoing relationship, rather than a one-time transaction.
Start growing your customer service skills today, and watch your company succeed. Once you establish stellar customer service as your business's foundational building block, there's no limit to what you can achieve.
|Publisher:||Cedar Fort, Incorporated/CFI Distribution|
|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
Most Helpful Customer Reviews
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.