Buch, Englisch, 192 Seiten, Format (B × H): 183 mm x 260 mm, Gewicht: 569 g
Buch, Englisch, 192 Seiten, Format (B × H): 183 mm x 260 mm, Gewicht: 569 g
ISBN: 978-0-7879-5139-9
Verlag: Wiley
Erstklassiger Customer Service ist kein Zufall! Er la?t sich erlernen, uberwachen, messen und managen. Ausgehend von dem erfolgreichen Seminarprogramm des Autors, bietet dieses Buch eine systematische Anleitung, wie Sie einen Customer Service von hohem Qualitatsniveau aufbauen und aufrechterhalten.
Untersucht werden Beispiele von hervorragendem Customer Service, um aufzuzeigen, was im einzelnen geschieht und wie diese Situation wiederholt werden kann. Goodman definiert die - aus Kundensicht - wichtigsten Eigenschaften fur einen exzellenten Service und gibt Anweisungen, wie man diese Service-Eigenschaften entwickelt, aufrechterhalt und belohnt. Der Schwerpunkt liegt dabei auf grundlegenden Management- und organisatorischen Fragen, die einen guten Customer Service erst moglich machen. Ein umfassender Leitfaden fur Customer Service Manager, die einen erstklassigen Customer Service aufbauen wollen.
Autoren/Hrsg.
Fachgebiete
Weitere Infos & Material
HOW TO CONSISTENTLY PRODUCE GREAT CUSTOMER SERVICE.
Elements of Great Service.
The Customer Service Call Path: A Blueprint for Producing Peak Customer.
Satisfaction by Telephone.
THE ANATOMY OF SERVICE SUCCESS: IDENTIFYING THE EIGHTEEN COMMUNICATION FACTORS THAT PROMOTE TOP CUSTOMER SERVICE.
Excellent CSRs: They're Positive and Cheerful.
Gret Reps are Consistently Courteous.
Articulation Is Essential to Providing a Good Service Experience.
Watch Out For Speed Bumps.
How to Have Perfect Pitch.
If You Want to Get Someone's Attention, Just.
Calibrate Your Conversations.
Vocabulary: The Art of Using the Right Words.
Grammar Counts!
Electrify Customers with Your Energy.
Jack Be Nimble, Jack Be Quick.
Let's Deliver Accurate Information.
Appropriateness: Ramblin' Reps Should Be Roped In.
Be Organized: State Your Point, Give the Evidence, State Your Point Again (P.E.P.).
Effective Transistions Are a Characteristic of the Best Communicators.
Customers Want More Than Information -
They also Want Our Empathy and Supportivenss.
"We Understand the Importance of Good Listening".
Evoking the Right Responses.
MONITORING CUSTOMER SERVICE.
Five Reasons to Close Monitor CSR Performance.
How Current Monitoring Practices Fail.
Pluses and Minuses of Customer Surveys.
A Tried and True Monitoring Device: Managing by "Walking Around".
Should You Adopt an Explicit "Code of Behavior" for Your Work Group?
Should You Monitor and Enforce Dress Codes?
Try Using "Direct Pointing" to Help Your Reps.
If You're Going to Monitor, You Should Create an Objective Record.
Legal Issues in the Taping of Conversations.
Ultimately, What We're Really After is Self-Monitoring.
MEASURING CUSTOMER SERVICE REPRESENTATIVES.
How Some Reps Measured.
You'll Get What You Measure-One Way or Another.
Ten Criteria for Measuring Customer Service Calls.
Telephone Effectiveness Assessment Measures (TEAMeasures).
The TEAMeasures Scoring System.
The TEAMeasures Documents.
Telephone Effectiveness Assessment Measures (TEAMeasures) Call Scoring Sheet.
Telephone Effectiveness Assessment Measures (TEAMeasures) Definitions.
MEASURING AND MANAGING TEAM LEADERS, SUPERVISORS, AND CUSTOMER SERVICE MANAGERS.
SEAmeasures: An Overview.
Supervisor Effectiveness Assessment Measures (SEAmeasures) Definitions.
Effective Customer Service Management Practices.
RECRUITING, MOTIVATING, AND RETAINING QUALITY CUSTOMER SERVICE PEOPLE.
A Profile of Exceptional CSRs.
Recruiting Great Reps.
Motivating and Compensating CSRs.
Secrets to Retaining the Best Employees.
Rewarding Career Paths.
MAKING A CORPORATE COMMITMENT TO FIRST-CLASS CUSTOMER SERVICE.
What is a Corporate Commitment, Anyway?
Helping Specific Departments to Become More Effective Communicators.
