Beyond customer service, revised / Richard F. Gerson.

Format:

Book

Author/Creator:

Gerson, Richard F.

Series:

Fifty-Minute series.

A Fifty-Minute series book

Language:

English

Subjects (All):

Customer relations.

Customer services.

Physical Description:

1 online resource (118 p.)

Edition:

Rev. ed.

Place of Publication:

Menlo Park, Calif. : Crisp Publications, c1998.

Language Note:

English

Summary:

This book can help you and your organization go beyond customer service to retain and satisfy established clientele.

Contents:

TITLE

COPYRIGHT

ABOUT THE AUTHOR

CONTENTS

Dedication:

PART I Customer Service and Beyond

THE IMPORTANCE OF CUSTOMER SERVICE TO BUSINESS SUCCESS

The Payoff of Superior Customer Service

Common Sense Customer Service

THE COST OF POOR CUSTOMER SERVICE

What You Lose

THE COST OF POOR SERVICE

KEEPING YOUR CUSTOMERS

Startling Service Statistics

WHAT CAN YOU DO?

REASONS FOR POOR SERVICE

LIFETIME VALUE OF A CUSTOMER

LIFETIME VALUE AND MARGINAL NET WORTH

CUSTOMER SERVICE: ONE, TWO, THREE

SEVEN STEPS TO A SUCCESSFUL CUSTOMER SERVICE SYSTEM

STEP 1. TOTAL MANAGEMENT COMMITMENT

STEP 2. GET TO KNOW YOUR CUSTOMERS

STEP 3. DEVELOP STANDARDS OF SERVICE QUALITY PERFORMANCE

STEP 4. HIRE, TRAIN AND COMPENSATE GOOD STAFF

STEP 5. REWARD SERVICE ACCOMPLISHMENTS

STEP 6. STAY CLOSE TO YOUR CUSTOMERS

STEP 7. WORK TOWARD CONTINUOUS IMPROVEMENT

PART II Know Your Customer

WHAT CUSTOMERS REALLY NEED, WANT AND EXPECT

DETERMINE HOW TO SATISFY CUSTOMERS

HOW TO GET TO THE WOW FACTOR

10 Types of Customers

MANAGING ANGRY CUSTOMERS

WHY CUSTOMERS MAY BE UPSET

WHAT CUSTOMERS WANT FROM YOU WHEN THEY ARE ANGRY

WHAT TO DO WHEN THE CUSTOMER IS ANGRY

OTHER TYPES OF DIFFICULT CUSTOMERS

Seven Types of Difficult Customers and How to Manage Them (Plus the Perfect Customer)

PART III Customer Retention

DEVELOPING CUSTOMER RETENTION PROGRAMS

Proactive vs. Reactive Efforts

INTERNAL AND EXTERNAL SERVICE

Employees as Customers

RETENTION THROUGH VALUE CHAINS

Value Chain

VALUE-ADDED SERVICE

SERVICE ENHANCEMENTS

CUSTOMER SERVICE MARKETING

1. FREQUENT BUYER PROGRAMS

2. FREQUENT REFERRAL PROGRAMS

3. THANK-YOU CARDS

4. NEWSLETTERS/PERSONAL LETTER OF NEWS

SAMPLE-PERSONAL LETTER

5. TELEPHONE RECALLS

6. CUSTOMER REWARD &amp.

RECOGNITION PROGRAMS

Employee Recognition and Reward Programs

7. CUSTOMER SPECIAL EVENTS

8. STRATEGIC ALLIANCES AND PARTNERSHIPS

Site Visits

Customer as Sales Agent

SERVICE RECOVERY: ANOTHER LOOK

SATISFYING UNHAPPY CUSTOMERS

Service Recovery Program

MANAGING COMPLAINTS FOR RETENTION AND SALES

Turn Customer Complaints into Sales

HOW TO C.A.R.E. FOR YOUR CUSTOMERS

RETENTION THROUGH TRAINING

Types of Training Programs

EVALUATION CRITERIA QUESTIONNAIRE

RAPPORT AND EFFECTIVE COMMUNICATION

Behavioral Styles: Personality Factors

Behavioral Styles: Service Situation Planner

SENSORY PERCEPTUAL STYLE PROCESSOR EQUIVALENTS

TIPS FOR LONG-TERM CUSTOMER RETENTION

10 COMMANDMENTS OF SUPERIOR CUSTOMER SERVICE AND RETENTION

PART IV 50 Ways to Keep Your Customers

YOUR KEY TO LONG-LASTING SUCCESS

Customer Retention Strategies and Tactics

CUSTOMER ADVOCATES AND RECOMMENDERS

50 WAYS TO KEEP YOUR CUSTOMERS FOR LIFE

A FINAL THOUGHT ABOUT RETENTION

Constant Improvement

25 CUSTOMER RETENTION PROGRAMS THAT WORK

APPENDIX A Customer Service, Satisfaction and Retention Inventories

CUSTOMER SERVICE SELF-ASSESSMENT

SERVICE RATING SCALE

CUSTOMER SERVICE INVENTORY

CUSTOMER SATISFACTION SURVEY

How satisfied are you with:

APPENDIXB Customer Information and Profile

CLASSIFICATION INFORMATION

CUSTOMER PROFILE.

Notes:

"Effective programs for retaining your customers"--Cover.

ISBN:

1-4175-2529-0

OCLC:

70753746