Managing quality customer service : a practical guide for establishing a service operation /

Annotation This practical, self-study book has been developed to help you establish and manage a quality service operation. Learn how to determine customer needs, how to effectively and efficiently meet those needs, and how to continually measure your service level.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Martin, William B.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Los Altos, Calif. : Crisp, ©1989.
Colección:Fifty-Minute series.
Temas:
Customer services > Management.
Customer relations.
Consumer satisfaction.
Consumer Behavior
Service à la clientèle > Gestion.
Consommateurs > Satisfaction.
BUSINESS & ECONOMICS > Customer Relations.
Consumer satisfaction
Customer relations
Customer services > Management
Customer Service
Customer Relations
Acceso en línea:Texto completo
Tabla de Contenidos:
  • TITLE
  • COPYRIGHT
  • ABOUT THIS BOOK
  • CONTENTS
  • HOW THIS BOOK IS ORGANIZED
  • A GUIDE FOR THE CHANGE AGENT
  • DEVELOPING A CUSTOMER-SERVICE PERSPECTIVE
  • THE PERSPECTIVE REQUIRED
  • THE MANAGEMENT SKILLS REQUIRED
  • TWO VIEWS OF ORGANIZATION
  • STAGE I UNDERSTAND YOUR CUSTOMERS
  • UNDERSTAND YOUR CUSTOMERS
  • STAGE ONE ADDRESSES FOUR FUNDAMENTAL QUESTIONS:
  • WHAT IS YOUR SPECIFIC SERVICE NICHE?
  • THE SERVICE NICHE INVENTORY
  • YOUR SERVICE NICHE
  • DETERMINE YOUR SERVICE NICHE
  • TARGETED SERVICES
  • TARGETED CUSTOMERS
  • WHAT ARE THE CHARACTERISTICS OF THE SERVICES YOU PROVIDE?CONSIDER THESE TEN SERVICE CHARACTERISTICS:
  • DEVELOP A SERVICE PROFILE
  • DEVELOPING YOUR CUSTOMER PROFILE
  • HOW DO YOUR CUSTOMERS SEE YOU?
  • YOUR SERVICE SILHOUETTE
  • ASSESSING YOUR SERVICE SILHOUETTE DETERMINERS
  • REVIEW OF STAGE I
  • YOUR ACTION PLAN FOR STAGE ONE
  • STAGE II SET QUALITY SERVICE STANDARDS
  • SET QUALITY SERVICE STANDARDS
  • THE IMPORTANCE OF SETTING QUALITY SERVICE STANDARDS
  • THE TWO DIMENSIONS OF QUALITY CUSTOMER SERVICE
  • SEVEN STANDARD AREAS IN THE PROCEDURAL DIMENSION OF QUALITY SERVICESEVEN STANDARDS AREAS IN THE PERSONAL DIMENSION OF QUALITY SERVICE
  • WRITING QUALITY SERVICE STANDARDS
  • WRITE YOUR OWN QUALITY SERVICE STANDARDS
  • GUIDELINES FOR DEVELOPING QUALITY SERVICE STANDARDS
  • PRIORITIZING YOUR QUALITY CUSTOMER SERVICE STANDARDS
  • PRIORITIZING YOUR SERVICE STANDARDS: AN EXERCISE
  • REVIEW OF STAGE II
  • YOUR ACTION PLAN FOR STAGE II
  • STAGE III BUILDING A WINNING TEAM
  • BUILD A WINNING CUSTOMER-SERVICE TEAM
  • STEP 1 BUILD A WINNING TEAM BY PUTTING QUALITY INTO THE DESIGN OF CUSTOMER-SERVICE JOBSYOUR JOB DESIGN MATRIX
  • STEP 2 BUILD A WINNING TEAM BY WRITING JOB SPECIFICATIONS IN QUALITY CUSTOMER-SERVICE TERMS
  • YOUR JOB SPECIFICATION MATRIX
  • STEP 3 BUILD A WINNING TEAM BY SCREEN-ING JOB APPLICANTS FOR QUALITY CUSTOMER-SERVICE ABILITIES
  • A PROFILE OF THE IDEAL CUSTOMER-SERVICE CANDIDATE
  • STEP 4 BUILD A WINNING TEAM BY TRAINING FOR QUALITY CUSTOMER SERVICE
  • CUSTOMER-SERVICE TRAINING PROGRAM ASSESSMENT SCALE
  • STEP 5 BUILD A WINNING TEAM WITH QUALITY LEADERSHIP
  • ""BUILDING A WINNING TEAM WITH QUALITY LEADERSHIP""""FIVE FOUNDATIONS TO CUSTOMER-SERVICE LEADERSHIP""; ""HOW DO YOU RATE YOUR LEADERSHIP ABILITY""; ""CUSTOMER-SERVICE LEADERSHIP EFFECTIVENESS SCALE""; ""INSTRUCTIONS""; ""STEP 6 BUILD A WINNING TEAM WITH A SUPPORTIVE ORGANIZATIONAL CLIMATE""; ""CUSTOMER-SERVICE CLIMATE ASSESSMENT SCALE""; ""REVIEW OF STAGE III""; ""YOUR ACTION PLAN FOR STAGE III""; ""STAGE IV CHECK UP REGULARLY""; ""CHECK REGULARLY ON HOW YOU ARE DOING""; ""YOUR MEASUREMENT SYSTEM""; ""CHECK ON HOW YOUâ€?RE DOING WITH A SERVICE AUDIT""; ""CREATING A SERVICE AUDIT""

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