ISBN-10:
013028341X
ISBN-13:
2900130283411
Pub. Date:
08/08/2003
Publisher:
Prentice Hall
Serving Internal and External Customers / Edition 1

Serving Internal and External Customers / Edition 1

by Anne Swartzlander

Paperback

View All Available Formats & Editions
Current price is , Original price is $81.6. You
Select a Purchase Option (New Edition)
  • purchase options
    $45.33 $81.60 Save 44% Current price is $45.33, Original price is $81.6. You Save 44%.
    icon-error
    Note: Access code and/or supplemental material are not guaranteed to be included with textbook rental or used textbook.

Overview

Serving Internal and External Customers / Edition 1

This unique book is a customer service training reference/workbook, with a customer-centered orientation model. Its integrated approach emphasizes a business organization's service philosophy and strategy, its systems, and the people-management policies that allow the business to succeed in the 21st century. With its comprehensive coverage of customer service communication "best practices," Customer Service provides innovative concepts and techniques appropriate for both experienced and entry-level customer service providers. This interesting and informative book is necessary reading for vice-presidents, directors, managers, and supervisors in Consumer Affairs; customer service managers, directors and managers of Call Centers, managers and supervisors in Customer Relations; Customer Support managers; and Customer Service trainers.

Product Details

ISBN-13: 2900130283411
Publisher: Prentice Hall
Publication date: 08/08/2003
Edition description: New Edition
Pages: 304
Product dimensions: 6.00(w) x 1.25(h) x 9.00(d)

About the Author

Anne Swartzlander brings to this title a range of professional and teaching experience. She brings decades of experience in management, business development, research, and retail sales.

Dr. Swartzlander has her Ph.D. from Ohio State University in Consumer Economics. She has taught at several major universities including the University of Georgia and the University of Tennessee. She was recently nominated for the American Marketing Association's Distinguished Marketing Professor award.

Read an Excerpt

This textbook is intended for an undergraduate customer service course. The textbook explains customer service and its importance in the context of organizations and explains methods of individual behavior and interpersonal communication to improve customer service skills. Exceptional customer service leads to customer loyalty and retention and, ultimately, to organization success. Customer service can be found in every business and organization. Everyone in an organization provides service to external or internal customers during their work day. Customer service happens whenever, wherever, and however customers interact with the organization.

Whether you are just starting out in your career or have years of experience, you will recognize better or alternative ways to say and do things that will provide exceptional customer service. You may have heard that customer service is common sense. You may have heard that customer service is plain, ordinary good manners. It is both. It is also learning and practicing specialized customer service skills so they become as natural as breathing. On an individual level, better customer service skills lead to less stressful, more productive, and more satisfying work lives.

The textbook is based on a model of customer service in which customers are the focus and the strategy, systems and people of organizations and businesses interact to provide what internal and external customers need and expect. The first part of the book sets the stage for learning the customer service skills in the rest of the text. Chapter 1 explains an encompassing view of customer service and the importance of exceptional customer service in the twenty-first century business environment. Chapter 2 discusses the design and implementation of customer-oriented strategy and systems. Customer expectations and the value and creation of customer loyalty are covered in Chapter 3. Chapter 4 explains the concept that employee satisfaction equals customer satisfaction and outlines the factors that contribute to employee satisfaction. In Chapter 5, the textbook looks at individual attitudes and styles as they apply to performance and teamwork. Chapters 6 through 10 provide guidelines and recommendations to improve listening effectiveness, nonverbal and verbal communication skills, and telephone and electronic communication skills. Chapter 11 presents information on solving problems, enhancing creativity, making decisions, and resolving conflicts, all of which are essential in a customer service provider's job. Chapter 12 covers techniques for providing service to specific categories of challenging customers, including angry, wrong, demanding, dishonest, and abusive customers. It also addresses diversity and the special needs of multicultural customers and customers with disabilities. In Chapter 13, we illustrate how to resolve customer problems and keep customers when our best efforts fail.

The chapters include Experience Discussion and Skill Development exercises so students can share their wide-ranging experience, broaden their perspective, and supplement their skills. Each chapter has a project, exercise, or case at the end to practice the recommendations and discover different and better ways to solve customer problems.

One of the goals in writing this textbook was to provide evidence that exceptional customer service does make a difference to the bottom line and that the prescribed behavior accomplishes its intention. Consequently, each chapter contains information on research studies and expert knowledge with accompanying source citations.

While writing this text, I found a list of "what students should learn in college." These are primarily "soft" skills that usually are not taught in college. However, they are all directly related to providing exceptional customer service. This list is as follows:

  • listening
  • effective communication
  • understanding people
  • value-first method of dealing with others
  • working as a team
  • making effective decisions
  • how to capture opportunity to change
  • taking responsibility and ownership of a job

Table of Contents

I. CUSTOMER SERVICE IN THE 21ST CENTURY.

1. Customer Service.
2. Customer Relationship Management.

II. CUSTOMER LOYALTY.

3. Customer Expectations.
4. Costs and Benefits of Superior Customer Service.

III. COMMUNICATION SKILLS.

5. Listening.
6. Nonverbal Communication.
7. Verbal Communication.
8. Written Communication.
9. Electronic Communication.
10. Telephone Communication.
11. Communicating in Challenging Situations.
12. Multicultural Customer Service.

IV. PROBLEM SOLVING.

13. Conflict Resolution.

Preface

This textbook is intended for an undergraduate customer service course. The textbook explains customer service and its importance in the context of organizations and explains methods of individual behavior and interpersonal communication to improve customer service skills. Exceptional customer service leads to customer loyalty and retention and, ultimately, to organization success. Customer service can be found in every business and organization. Everyone in an organization provides service to external or internal customers during their work day. Customer service happens whenever, wherever, and however customers interact with the organization.

Whether you are just starting out in your career or have years of experience, you will recognize better or alternative ways to say and do things that will provide exceptional customer service. You may have heard that customer service is common sense. You may have heard that customer service is plain, ordinary good manners. It is both. It is also learning and practicing specialized customer service skills so they become as natural as breathing. On an individual level, better customer service skills lead to less stressful, more productive, and more satisfying work lives.

The textbook is based on a model of customer service in which customers are the focus and the strategy, systems and people of organizations and businesses interact to provide what internal and external customers need and expect. The first part of the book sets the stage for learning the customer service skills in the rest of the text. Chapter 1 explains an encompassing view of customer service and the importance of exceptional customer service in the twenty-first century business environment. Chapter 2 discusses the design and implementation of customer-oriented strategy and systems. Customer expectations and the value and creation of customer loyalty are covered in Chapter 3. Chapter 4 explains the concept that employee satisfaction equals customer satisfaction and outlines the factors that contribute to employee satisfaction. In Chapter 5, the textbook looks at individual attitudes and styles as they apply to performance and teamwork. Chapters 6 through 10 provide guidelines and recommendations to improve listening effectiveness, nonverbal and verbal communication skills, and telephone and electronic communication skills. Chapter 11 presents information on solving problems, enhancing creativity, making decisions, and resolving conflicts, all of which are essential in a customer service provider's job. Chapter 12 covers techniques for providing service to specific categories of challenging customers, including angry, wrong, demanding, dishonest, and abusive customers. It also addresses diversity and the special needs of multicultural customers and customers with disabilities. In Chapter 13, we illustrate how to resolve customer problems and keep customers when our best efforts fail.

The chapters include Experience Discussion and Skill Development exercises so students can share their wide-ranging experience, broaden their perspective, and supplement their skills. Each chapter has a project, exercise, or case at the end to practice the recommendations and discover different and better ways to solve customer problems.

One of the goals in writing this textbook was to provide evidence that exceptional customer service does make a difference to the bottom line and that the prescribed behavior accomplishes its intention. Consequently, each chapter contains information on research studies and expert knowledge with accompanying source citations.

While writing this text, I found a list of "what students should learn in college." These are primarily "soft" skills that usually are not taught in college. However, they are all directly related to providing exceptional customer service. This list is as follows:

  • listening
  • effective communication
  • understanding people
  • value-first method of dealing with others
  • working as a team
  • making effective decisions
  • how to capture opportunity to change
  • taking responsibility and ownership of a job

Customer Reviews

Most Helpful Customer Reviews

See All Customer Reviews