World Class Service : The 6 Rules of Creating Exceptional Customer Experiences / Dennis Opstal and Jean-Pierre Thomassen.

Format:

Book

Author/Creator:

Opstal, Dennis, author.

Thomassen, Jean-Pierre, author.

Language:

English

Subjects (All):

Customer services.

Physical Description:

1 online resource (103 pages)

Edition:

First edition.

Place of Publication:

Amsterdam : Boom uitgevers, 2023.

Summary:

This book provides practical examples and guidance on how to provide excellent customer services.

Contents:

Intro

Titel

Colofon

Table of Contents

1. Introduction

Part A. The Challenge

2. It All Starts with the Customer

2.1. Introduction

2.2. Demanding customers

2.3. It's all about expectations

2.4. The experience and moments of truth

2.5. The value of satisfied and loyal customers

2.6. In short

3. Why Organizations Focus on World-Class Service

3.1. Introduction

3.2. Your organization's strategic choices

3.3. World-Class Service, even for demanding customers

3.4. Working on World-Class Service

3.5. In short

4. You Can Make a Difference

4.1. Introduction

4.2. People make a difference

4.3. The Six Rules

4.4. What makes you tick?

4.5. What demands does this place on you?

4.6. In short

Part B. The Six rules of creating exceptional customer experiences

5. Make the Customer Feel Welcome - Rule 1

5.1. Introduction

5.2. Before the first encounter: bad baggage

5.3. Know and acknowledge your customers

5.4. Roll out the red carpet: a warm welcome

5.5. Non-verbal communication

5.6. In short

6. Cover the Basics - Rule 2

6.1. Introduction

6.2. Reliability

6.3. Expertise and efficiency

6.4. Outward appearance

6.5. Integrity and ethics

6.6. In short

7. Make Life Easier for the Customer - Rule 3

7.1. Introduction

7.2. Provide certainty by being proactive

7.3. Eliminate hassle

7.4. Simplify actions

7.5. Forward resolution: prevent the next problem

7.6. In short

8. Customize Your Service - Rule 4

8.1. Introduction

8.2. Customizing your service

8.3. Know your customers

8.4. There are limitations

8.5. Legal restrictions

8.6. In short

9. Wow the Customer - Rule 5

9.1. Introduction

9.2. Consider your customer's wallet

9.3. Go the extra mile

9.4. Show compassion

9.5. Brighten your customer's day.

9.6. In short

10. Use the Service Recovery Paradox - Rule 6

10.1. Introduction

10.2. Antennae &amp

ownership

10.3. Customer-oriented service

10.4. Saying 'no' is not an option

10.5. Wow the customer who has a problem

10.6. In short

Part C. What demands does this place on your employer?

11. Preconditions for World-Class Service

11.1. Introduction

11.2. A steady course

11.3. Inspiring leadership

11.4. The right team

11.5. Room to make decisions

11.6. Continuous education

11.7. In short

About the Authors

Sources and End Notes.

Notes:

Description based on publisher supplied metadata and other sources.

Description based on print version record.

ISBN:

9789024463442

9024463440

OCLC:

1411308359