Service failure : the real reasons employees struggle with customer service and what you can do about it / Jeff Toister.

Format:

Book

Author/Creator:

Toister, Jeff.

Language:

English

Subjects (All):

Customer services.

Customer relations.

Employees--Training of.

Employees.

Physical Description:

1 online resource (209 p.)

Edition:

1st edition

Other Title:

real reasons employees struggle with customer service and what you can do about it

Place of Publication:

New York : AMACOM, c2013.

Language Note:

English

System Details:

text file

Summary:

What causes poor customer service? You might be surprised.

Contents:

Cover; Title; Copyright; CONTENTS; Introduction; PART I: UNDERSTANDING OBSTACLES TO OUTSTANDING CUSTOMER SERVICE; Chapter 1 Customer Service Doesn't Come Naturally: Hidden Obstacles to Serving Customers; The Service Consistency Challenge; The Customer Service Disconnect; Natural Obstacles to Service Greatness; PART II: OVERCOMING OBSTACLES TO OUTSTANDING CUSTOMER SERVICE; Chapter 2 The Customer Is NOT Always Right: Equipping Employees to Handle Challenging Customers; The Customer Is Often Wrong; Customers Have Varied Expectations; The Self-Sabotaging Customer; The Abusive Customer

Solution Summary: Overcoming Challenging CustomersChapter 3 They're Your Customers, Not Mine: Aligning Employees' Interests with Those of the Company; The Principal-Agent Problem; The Problem with Financial Incentives; The Unexpected Side of Employee Recognition; Customer Service Standards That Backfire; Solution Summary: Getting Employee Buy-in; Chapter 4 Your Employees Are Double Agents: Bridging the Gap Between Doing the Right Thing for the Customer and Following Company Policy; The Double Agent Problem; Weighing Risk vs. Reward; Getting Employees to Do the Dirty Work

Solution Summary: Avoiding the Creation of Double AgentsChapter 5 Mutually Assured Dissatisfaction: Getting Beyond Broken Systems That Cause Employee Disengagement; Broken Systems Lead to Disengaged Employees; Learned Helplessness Arises from Broken Systems; The Dangers of Employee Disengagement; Leaders Blind to Reality; Solution Summary: Avoiding Mutually Assured Dissatisfaction; Chapter 6 Conformity Is Contagious: Creating a Company Culture That Encourages Outstanding Customer Service; Social Pressure Influences Behavior; Culture Is What We Do

Solution Summary: Creating a Customer-Focused CultureChapter 7 Attention Is in Short Supply: Getting Employees to Notice What Customers Really Need; The Curse of Multitasking; Paying TOO Much Attention Isn't a Good Idea, Either; Listening to Customers Can Be Difficult; Solution Summary: Helping Employees Pay Better Attention; Chapter 8 What Role Will You Play Today? Emphasizing the Primary Responsibility to Delight Customers; When Tasks Define Our Roles; Extreme Role-Playing; Blind Obedience; Solution Summary: Helping Employees Establish the Right Roles

Chapter 9 The Problem with Empathy: Encouraging Employees to Empathize with Their CustomersThe Source of Empathy; Communicating on Different Levels; Self-Centered Behavior That Leads to Poor Service; Solution Summary: Helping Employees Demonstrate Empathy with Customers; Chapter 10 Emotional Roadblocks: Helping Employees Overcome Their Own Emotions; "Don't Take It Personally" Is Bad Advice; Emotions Are Contagious; The High Cost of Emotional Labor; Solution Summary: Helping Employees Overcome Emotional Roadblocks

Chapter 11 Casualties of Cost Consciousness: Seeing Customer Service as a Profit Generator Rather Than a Cost Center

Notes:

Included index.

Includes bibliographical references and index.

ISBN:

9781283688598

128368859X

9780814432006

081443200X

OCLC:

858283950