Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees (Ache Management Series)
Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees (ACHE Management)
Customer Service Training (Astd Trainer's Wordshop)
For any organization that wants to raise the bar for service excellence, this book provides practical, hands-on guidance to help you quickly develop guidance to help you quickly develop customer service training. Dozens of field-tested exercises, games, activities, icebreakers, and assessment instruments help you teach employees the importance of customer service and improve their performance. *Also includes digital materials that are available via download.
Customer Service on the Internet: Building Relations...
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Leave a commentHow to Talk to Customers: Create a Great Impression Every Time with MAGIC
How to Talk to Customers: Create a Great Impression Every Time with MAGIC
Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special.For more on this book, visit www.howtotalktocustomers.com
The World of Customer Service by Pattie Gibson-Odger...
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Posted in Customer service | Create, Customers, Every, Great, Impression, MAGIC, Talk, Time | Leave a commentServices Marketing
Services Marketing
Services Marketing, 5/e, recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book’s content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.
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Customer Service: Building Successful Skills for the Twenty-First Century
Customer Service: Building Successful Skills for the Twenty-First Century
Customer Service, Third Edition by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.
A Guide to Customer Service Skills for Help Desk Pro...
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Posted in Customer service | Building, Century, Customer, Service, Skills, Successful, TwentyFirst | Leave a commentCustomer Service Training 101: Quick and Easy Techniques That Get Great Results
Customer Service Training 101: Quick and Easy Techniques That Get Great Results
If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 offers an easy-to-implement approach for busy managers and trainers seeking to motivate their people and equip them with the tools they need to excel in this essential role. Featuring interactive lessons that can be adapted for any type of business and for any type of trainee, this ready-to-use guide addresses important customer service areas including: * making a good first impression * projecting a positive attitude * communicating effectively through verbal, nonverbal, and listening skills * developing trust, establishing rapport, and making customers feel valued * confidently handling "difficult" customers and situations * interacting effectively face-to-face, and via telephone and e-mail The professionalism and enthusiasm of frontline employees reflect directly on the company they represent. Packed with powerful, proven ideas, this inspiring, comprehensive training manual will pave the way to superior customer service.
If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 offers an easy-to-implement approach for busy managers and trainers seeking to motivate their people and equip them with the tools they need to excel in this essential role. Featuring interactive lessons that can be adapted for any type of business and for any type of trainee, this ready-to-use guide addresses important customer service areas including: * making a good first impression * projecting a positive attitude * communicating effectively through verbal, nonverbal, and listening skills * developing trust, establishing rapport, and making customers feel valued * confidently handling "difficult" customers and situations * interacting effectively face-to-face, and via telephone and e-mail The professionalism and enthusiasm of frontline employees reflect directly on the company they represent. Packed with powerful, proven ideas, this inspiring, comprehensive training manual will pave the way to superior customer service.
The World of Customer Service
For continued customer loyalty, every member of an organization needs to be involved in delivering excellent customer service. The World of Customer Service 2E teaches exemplary customer service tactics used by professionals in all types of organizations. Reflecting current concepts and tips, this practical text focuses on strategies for reaching company goals, dealing with problems and complaints, winning back customers, and creating loyal customers. It emphasizes the importance of effective communication and collaboration techniques with a wide range of customer-focused activities.
Customer Service: Career Success Through Customer Sa...
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Posted in Customer service | Customer, Easy, Great, Quick, Results, Service, Techniques, Training | Leave a commentManagement Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations
Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations
Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries.
Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service.
By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors
- Demonstrate how a great service brand evolves from the core values that nourish and protect it
- Extrapolate instructive business lessons that apply outside healthcare
- Illustrate the benefits of pooling talent and encouraging teamwork
- Relate historical events and perspectives to the present-day Mayo Clinic
- Share inspiring stories from staff and patients
An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.
Posted in Customer service | Admired, Clinic, From, Inside, Lessons, Management, Mayo, Most, Organizations, Service, World’s | Leave a commentOutsourcing helps a leading utilities company deliver superior customer service
The energy market is dynamic and highly competitive, often with consumers switching suppliers constantly. While managing costs and competitively pricing offerings is crucial, customer service is just as critical to ensure sustained growth. Our client is a leading gas and electricity provider in the United Kingdom and North America. To fuel its growth, the client was seeking to significantly increase its customer service while reducing operational costs. In their transformation to a more consumer-centric company, the client chose to partner with WNS.
The WNS Solution
With a team comprising over 1,000 people located in multiple delivery centers, WNS handles customer care processes for the client. The team at WNS interacts with consumers through all channels of communication including email, white mail and outbound calling. WNS also manages back office exceptions billing, a crucial financial back office process, which enables the client to identify and bill customers accurately by plugging potential revenue leakages.
Key features of the WNS solution include:
Strong partnership with the client – WNS helped the client implement its first SAP platform by becoming subject matter experts on the new system, and helping review business rules for better process management
Rapid ramp up – To respond to a rapid increase in customer interaction volumes – 100,000 to 2,300,000 in just eight months – the team quickly and successfully scaled from 26 to over 1,500 people, including a broad range of skill sets
Robust training platform – While scaling the team quickly, WNS was able to revamp training materials to better balance theory and hands-on practice. WNS created a training-to-operations handover manual, and set up a comprehensive training and operations support system for new team members
Focus on quality – WNS implemented Six Sigma and LEAN projects at transition, laying the foundation for continuous program improvement, resulting in
-Higher quality transition by embedding Black Belts to design quality model, defining SLAs and having a robust deployment process in place
-Rapid learning curve, reducing the time for a team member to reach optimum productivity, and increasing FTE productivity by 15 percent
-Digitizing of key tasks by eliminating non-value added steps and standardizing best practices
-Improving consumer facing programs to reduce repeat contact rates, in turn impacting consumer satisfaction
-Improving debt recovery by identifying reasons for debt accrual, and recommending a new tariff and measurement system. This project delivered a benefit of GBP 8 million in the year 2006-07 and was awarded the Chairman’s Club Award by the client
-Reducing backlog from 15 million to 7 million by collaboratively working with the client on an OTF (Organization To Fix) project
-Automating key process steps including an updates management system, contact creator mechanism and template manager for correspondence and email interactions. For example, a letter macro deployed in a correspondence process increased productivity by 20 percent.
Extending Your Enterprise
The WNS team extends the client’s enterprise by supporting initiatives to drive improved customer service whilst meeting rigid operational constraints. Substantial gains were observed in the consumer satisfaction scores across various parameters as a result of client investment within the relationship supporting the fast ramp-up and consolidation of customer service processes.
Benefits delivered by WNS include
Exceptional reduction in backlogs from 15 million to just over 1 million in eighteen months
Reduction in customer complaints by 80 percent within twelve months of go live
Realization of over GBP 8 million in the year 2006-07 in twelve months through Six Sigma programs focused on restructuring the debt accrual process and identification of interest leakage in supplier payments.
About WNS
WNS is a leading global business process outsourcing company. Deep industry and business process knowledge, a partnership approach, comprehensive service offering and a proven track record enables WNS to deliver business value to the world’s leading companies. WNS is passionate about building a market leading company valued by our clients, employees, business partners, investors and communities.
Posted in Customer service | company, Customer, deliver, helps, Leading, Outsourcing, Service, superior, utilities | Leave a commentIs it Time to Re-evaluate How Effective Your Customer Service Really Is?
And, this issue of customer service is not limited only to the U.S. Similar to their American counterparts, a majority of the
consumers in all other countries surveyed felt customer service is the most crucial area for companies in the current
economy. But they were equally concerned about the lack of focus on this key area.
Every company today has one or more ways of providing customer service. So if you are a senior customer service
executive and wondering why all that investment is not yielding results – think again! In my opinion, the reasons for failure
of customer service could be:
Not ‘listening’ to the customer: It’s very important for the agent handling the call to understand what the customer
needs and not just hearing them. This will depend on the quality of the call flow diagrams and on the regular training
provided to the agent. Feedback from internal quality monitoring and customer satisfaction surveys needs to get to the
agents in a timely manner, so that the feedback loop and improvement cycle can work properly.
Too much emphasis on AHT: Every agent has a target Average Handle Time (AHT) at the contact center, which is
guided by the call flow diagram. If these are not reviewed periodically to ensure that customers are getting enough time
to express their concerns and the data is being captured accurately, then customers will most likely leave dissatisfied.
It is important to put AHT in the proper perspective, as just one of the many measurements in a process. and not a
measure of the true outcome you are trying to achieve when your customers call.
Lack of innovative approaches in delivering customer service: Most contact centers do not invest in innovative
approaches for keeping customers happy. We believe the contrary. For instance, while managing lost baggage for a
leading airline client of ours, we realized how traumatized customers who were attending some important event would
be, to learn that their baggage was lost. So we began sorting information from the overall lost baggage list to identify
customers who needed to be informed at regular intervals about the status of their baggage, and started sending
proactive alerts to them. The fact that the airline was contacting them before they could, raised the customer
satisfaction levels to newer heights.
Even if you have got all the above right, unless you are able to resolve the pain point of the customer, your customer
service levels will always remain low! An article titled ‘Stop Trying to Delight Your Customers’ by Harvard Business
Review, sums it up well by stating that you can create loyal customers primarily by reducing customer effort, i.e, by helping
them solve their problems quickly and easily, and not by delighting them in service interactions with a robotic greeting or
thank-you!
Posted in Customer service | Customer, Effective, Really, Reevaluate, Service, Time | Leave a commentCustomer Service Principles
What do these companies have in common, Southwest Airlines, Neiman Marcus, Marriot, Disney, and Enterprise Car Rental? They are all customer service pioneers. Each company has forged a new path through their commitment, dedication, and innovations, to become known as leaders in delivering excellent customer service. Serving the customer is more than some fancy words on their company mission statements. Customer service truly represents the very essence of each company’s’ existence.
These companies, along with hundreds more, have already done the hard work; they have laid the ground work, set the examples, and blazed the trails for other companies to follow. They have demonstrated how to achieve success by serving the customer.
Why then, don’t all companies follow this proven path to success?
Do they not know the core principles these companies follow?
To borrow a concept from the Late Show with David Letterman, this is a top ten list of principles all companies need to implement to achieve service excellence.
Number 10: Focus – The customer should always be the number one focus of any company. All decisions, services, and products should be based upon satisfying the needs and expectations of the customers.
Number 9: Take Action – The best laid plans will never come to life, without action. If you are going to talk-the-talk, then you must walk-the-walk. When companies, which brag about the importance of customer service, fail to deliver outstanding service, customers and employees lose faith and trust in them.
Number 8: Create Happy Employees – Your employees’ beliefs, attitudes and behaviors determine the quality of the customer service provided. The quality of customer service will never exceed the quality of the people who provide it. Happy employees create happy customers.
Number 7: Develop Employees – The three key words in employee development are training, training, and training. Teach your employees how to serve the customer, equip them to serve, and then empower them to serve with excellence.
Number 6: Establish Relationships – Customer loyalty is achieved by having a relationship with your customers. The stronger the relationship, the more loyal your customer becomes. Relationships are built upon trust, communication, and interaction. Every customer interaction is an opportunity to further enhance communication and improve trust.
Number 5: Measure Performance – If you can’t measure it, you can’t manage it. Measuring customer satisfaction, customer feedback, and employee adherence to customer service standards is paramount in delivering exceptional customer service with any degree of consistency. Always inspect what you expect.
Number 4: Build Team Unity – To achieve optimal success everyone must be on the same page, striving for the same goal, aspiring to the same vision, and functioning as a team. Teamwork will always produce greater results, then individuals working alone.
Number 3: Formulate a Plan – Is the care your customers receive by design or by default? Without a crystal clear, well defined, universal set of customer service standards you will leave customer satisfaction up to chance. If you fail to plan, you plan to fail.
Number 2: Commit to Excellence – Customer service is the number one differentiator in today’s competitive marketplace. Having a good product or a low price does not guarantee a competitive advantage or customer loyalty anymore. Commit to installing and fostering a customer-first culture within your company. Serving with excellence is a choice.
And the Number 1 principle all companies need to implement to achieve service excellence is:
Belief – Believe in the power of customer service. Believe in necessity of customer retention. Believe in the relationship between customer loyalty and the growth of your business. Believe that becoming customer-focused not only makes good business sense but it guarantees increased revenue and profit. It has been said,” A belief is not merely an idea the mind possesses, it is an idea that possesses the mind.”
I challenge every company to not only implement these principles, but to have the faith, courage, and vision to move beyond providing excellent customer service to building a reputation as a customer service pioneer.
Some companies make things happen
Some companies watch what happens
Some companies wonder what happened
Customer Service Training Video
Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty & Boost Profits Reviews
Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty & Boost Profits
When the going?s tough, companies that survive will be those that build the greatest loyalty?by exceeding expectations. Yet, too often, companies ignore their customers? needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback. With new, updated examples from more than fifty companies?from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com?this book shows managers how to go from so-so service to amazing service.
In today?s market, customer service is a key competitive advantage. This book shows you how to expand your customer base when the industry is shrinking, use new media to reach consumers, and make a lasting, great impression on customers.
When businesses are fighting to survive, creating a great experience for customers isn?t just important?it?s essential.
Customer Service for Dummies by Keith Bailey and Karen Leland (1999,...
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Posted in Customer service | Boost, Build, Customer, Exceed, Exceptional, Expectations, Loyalty, Profits, Reviews, Service | Leave a commentPerfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)
Tools for pleasing even the most demanding customers
A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including:
- Clear explanations of the reasons for difficult customer behaviors
- Proven tools and techniques for successfully handling even the most cantankerous customers
- 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture
For more information, visit www.customerservicezone.com
Tools for pleasing even the most demanding customers
A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including:
- Clear explanations of the reasons for difficult customer behaviors
- Proven tools and techniques for successfully handling even the most cantankerous customers
- 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture
For more information, visit www.customerservicezone.com
( UNITED STAATES POSTAL PAL SERVICE BEAR BUDDY DELIEVERING CUSTOMER SATISFACTION
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Posted in Customer service | Customer, Handling, Hundreds, Perfect, Phrases, Scripts, Service, Situation, Techniques, Tools | Leave a commentService Innovation: How to Go from Customer Needs to Breakthrough Services
Service Innovation: How to Go from Customer Needs to Breakthrough Services
- ISBN13: 9780071713009
- Condition: New
- Notes: BRAND NEW FROM PUBLISHER! 100% Satisfaction Guarantee. Tracking provided on most orders. Buy with Confidence! Millions of books sold!
Don't ask your customers, "How is OUR service doing?"
Ask them, "How are YOU doing?"
Advance praise for Service Innovation:
"To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation
"Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry, coauthor of Management Lessons from Mayo Clinic
"Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation
"The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm
"Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics
"Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University
"Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc.
If there’s one truism about the service sector, it's that businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice.
In industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done.
Few understand this better than Lance Bettencourt, a strategy adviser at Strategyn and a leading educator in management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products.
True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service.
Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes.
Among the numerous key ideas and practices are:
- Insight on understanding the different types of clients you serve—and how your products deliver value to them
- Ways to design specific frameworks for discovering service innovation opportunities for new, improved, and supplementary service products
- Practical guidance on staying focused on the "fuzzy front end" of service innovation
- The fundamental elements of a winning service strategy
Finding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.
Lance A. Bettencourt (Bloomington, IN) is a strategy adviser with Strategyn, Inc., the pioneer of outcomedriven innovation. Prior to joining Strategyn, he served on the marketing faculties at Arizona State University and Indiana University.
10 Steps to Successful Customer Service by Maxine Kamin (2010, Paperback)
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Posted in Customer service | Breakthrough, Customer, From, Innovation, Needs, Service, Services | Leave a commentSuper Service: Seven Keys to Delivering Great Customer Service…Even When You Don’t Feel Like It!…Even When They Don’t Deserve It!, Completely Revised and Expanded
Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!, Completely Revised and Expanded
Don’t just give them customer service. Give them Super Service! For more than a decade, customer service professionals have turned to Super Service for the very best advice on dealing with demanding, dissatisfied, and downright difficult customers.
Now, it has been completely revised and expanded to address today’s unique customer-service issues.
Super Service, 2nd Edition teaches you how to deliver great service in a way that enriches your life and keeps you from burning out. It provides the same advice that made the first edition a perennial favorite and includes all-new information on:
- Listening to customer needs
- Understanding today’s savvy customer
- Adopting a positive attitude
- Adding value to the customer experience
- Providing service quickly and efficiently
Customers are becoming increasingly savvy and demanding—which makes your job harder than ever. In order to ensure smooth interactions, you need to keep a step ahead—you need to deliver super service.
Posted in Customer service | Completely, Customer, Delivering, Deserve, Don't, Expanded, Feel, Great, It...Even, Keys, Like, Revised, Service, Service...Even, Seven, Super, They | Leave a commentChief Customer Officer : Getting Past Lip Service to Passionate Action Reviews
Chief Customer Officer : Getting Past Lip Service to Passionate Action
Drawing on her first-hand experience at top companies as diverse as Lands’ End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle.Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships.
This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company’s core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.
Posted in Customer service | Action, Chief, Customer, Getting, Officer, Passionate, Past, Reviews, Service | Leave a commentPerfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)
Tools for pleasing even the most demanding customers
A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including:
- Clear explanations of the reasons for difficult customer behaviors
- Proven tools and techniques for successfully handling even the most cantankerous customers
- 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture
For more information, visit www.customerservicezone.com
HIDDEN CUSTOMER workplace etiquette VHS service
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Posted in Customer service | Customer, Handling, Hundreds, Perfect, Phrases, Scripts, Series, Service, Situation, Techniques, Tools | Leave a comment