Customer Service: Career Success Through Customer Loyalty, 6th edition

Published by Pearson (July 14, 2021) © 2014

  • Paul R. Timm Brigham Young University
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Customer Service provides a systematic process for building essential service skills. It looks at how to transform good service intentions into a workable plan yielding loyalty and success. Key topics include social networking, trustworthiness, internal customers, emerging technologies and stress-reduction techniques.

Table of Contents

  1. Appreciate Why Customer Service Matters

PART I: L=LITTLE THINGS

  1. Use Behaviors That Engage Your Customers
  2. Listen to Your Customer ( a Big "little thing")
  3. Use the Telephone Correctly for Good Service
  4. Use Friendly Web Sites and Electronic Communication

PART II=INSIGHT

  1. Recognize and Deal with Customer Turnoffs
  2. Insight into Emerging Trends in Customer Service

PART III=FEEDBACK

  1. Get Customer Feedback
  2. Recover the Potentially Lost Customer

PART IV=EXPECTATIONS

  1. Exceed Expectations with Value
  2. Exceed Expectations with Information
  3. Exceed Expectations with Convenience and Timing

PART V=LIVING LIFE AND LEADING OTHERS

  1. Influencing Others to Give Great Service

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