Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the book, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success. Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors. Goes well beyond canned responses to help readers apply creative solutions to ever-changing problems. A greater emphasis on loyaltyand the latest techniques such as the Net Promoter Score, exceeding expectations, customer-friendly technology etc. Examines how loyalty translates to business growth and development through recommendations, referrals and promotions. This book is for employees and managers of customer service departments and human resource training departments.
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Book Description
Editorial Reviews
From the Inside Flap
I wrote this book in response to a need for a different approach to learning .tie skills needed to succeed in the challenging arena of customer service.
The other customer service books displayed in bookstores everywhere typically take one of two forms: They either tell the story of one company's efforts at boosting service quality, or they reveal a series of tips and ideas. These are fine as far as they go. I have written several such books myself. And books like this can have value so long as the reader effectively translates the ideas into application for his or her organization. But these books seldom show how to apply these diverse ideas to your organization.
The few textbooks available in customer service tend to offer over-simplified suggestions on how to phrase conversations, how to smile and polite with customers, and the like. Their simplicity defies the real world sere real people don't speak from scripts and real human relationships e complex and ever-changing.
This book takes a different approach. It ties together the best information from bookstore trade books and school textbooks—and then adds more. In this book you will find a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process includes developing
a heightened awareness of the challenges and opportunities, the tools for dealing with unhappy customers by using the power of customer expectations and by creating loyalty, the ability to lead, expand, and empower the service process, specific skills for professional success, and a clear understanding of the future directions of customer service.
Perhaps no arena offers as much opportunity for organizational and professional success as customer service. It lies at the heart of any organization's reason to exist. The companies that do it well experience enormous profitability, marketplace acceptance, and genuine satisfaction among their employees.
Apply Customer Service and enjoy the rewards of professional excellence. Then, let me know how you applied the ideas. I can be reached at email: DrTimm@AOL. ACKNOWLEDGMENTS
The author and editor would like to thank the following commentators for their expert reviews: Garland Keesling, Towson State University; Shek True, Fort Lewis College.
Paul R. Timm, Ph.D.
March 2000
--This text refers to an out of print or unavailable edition of this title.
From the Back Cover
CUSTOMER SERVICE: CAREER SUCCESS THROUGH CUSTOMER SATISFACTION offers comprehensive skills-based training in developing positive attitudes.
- Solve problems to build customer loyalty.
- Attain profitability through customer satisfaction.
- Lead and empower the service process.
- Direct marketplace acceptance and corporate growth.
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1 of 1 people found the following review helpful:
5.0 out of 5 stars
Beneficial,
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This review is from: Customer Service: Career Success Through Customer Loyalty, Fifth Edition (Paperback)
This book is extremely helpful if you need tips for working in the customer service industry. Very easy to read, not many pages per chapter, lack of color in the book. Phone tips are very helpful especially if you are on the phone with customers a lot. The book gives good insight into what you need to look for in a company to see if they provide good customer service or not. One assignment my class had was to be secret shoppers over the weekend in grocery stores, coffee shops, and gas stations. This book helps raise awareness of how we interact with each other, and tips on how you can provide the best service for your customers.
5.0 out of 5 stars
Great Book!,
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This review is from: Customer Service: Career Success Through Customer Loyalty, Fifth Edition (Paperback)
I purchased this for a college course, and I think I will actually keep this book. It has some great information and I think it could be beneficial to a lot of people. And quality of book is good, came in nice secure packaging, no damage.
0 of 1 people found the following review helpful:
1.0 out of 5 stars
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This review is from: Customer Service: Career Success Through Customer Loyalty, Fifth Edition (Paperback)
I only bought this because it was mandatory book for a culinary class I took. The minute I could sell it I did.
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