This is completed downloadable of Test bank for Customer Service 6th edition 013274239x
Product Details:
- ISBN-10 : 013274239X
- ISBN-13 : 978-0132742399
- Author:
The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
Table of Content:
- CHAPTER 1 What Is Customer Service?
- Customer Service Is Important!
- What Is Customer Service?
- Examples of Customer Service
- Understanding of Satisfaction
- Why Is Excellent Customer Service So Rare?
- Five Needs of Every Customer
- External and Internal Customers
- Customer Attributes
- Cost of Losing a Customer
- CHAPTER 2 The Challenges of Customer Service
- Elements of Success
- Barriers to Excellent Customer Service
- Power of Perceptions
- Understanding Expectations
- Levels of Expectations
- Scope of Influence
- Reputation Management
- Techniques for Exceeding Customers’ Expectations
- Keys to Credibility
- Importance of Values
- Ethics in Customer Service
- Current Status of Customer Service
- New Trends in Customer Service
- CHAPTER 3 Problem Solving
- Role of Problem Solving in Customer Service
- Creativity and Problem Solving
- Problems as Opportunities
- Confronting Conflict
- Problem-Solving Process
- Problem-Solving Strategies
- Brainstorming
- Diagramming
- Developing Negotiation Skills
- Professional Approaches to Apologizing and Conveying Bad News
- Barriers to Problem Solving and Decision Making
- Importance of Follow-Up in Problem Solving
- CHAPTER 4 Strategy for Formulating a Plan for Success
- Why a Strategy?
- Planning
- Importance of Infrastructure
- Culture
- Examples of Culture in Specific Industries
- High-Touch and Low-Touch Customers
- Examples of High Touch
- Examples of Low Touch
- Consumption Behavior
- Segmentation of Your Market
- Sample Customer Service Segments
- Development of a Strategy
- CHAPTER 5 Empowerment
- What Is Empowerment?
- Importance of a Mission and Purpose Statement
- Empowerment = Opportunity
- Examples of Empowerment
- Steps to Empowering Customer Service Providers
- Coproduction of Customer Service
- Examples of Coproduction
- Why Coproduction Works
- Design of Systems
- Guidelines for System Design
- CHAPTER 6 Communications in Customer Service
- What Is Communication?
- Building Customer Intelligence
- Methods of Communication
- Listening
- Voice Inflection as a Customer Service Tool
- Telephones and Customer Service
- Words to Use/Words to Avoid
- Power Phrases
- Power of Eye Contact
- Appeal to the Senses in Communication
- Communication and Technology
- Internet
- Electronic Mail
- Automated Phone Systems
- Voice Mail
- Fax Machines
- Texting
- CHAPTER 7 Coping with Challenging Customers
- Who Are Challenging Customers?
- Why Are Customers Challenging?
- Are You Creating Challenging Customers?
- Five Tips to Keep from Creating Challenging Customers
- Characteristics of Challenging Customers
- Respect: A Classic Idea that Still Works!
- Understanding the Positive Power of Empathy
- Responsibility Check
- What to Do When You Are Wrong
- Six Super Ways to Cope with Challenging Customers
- Payoffs of Coping with Challenging Customers
- CHAPTER 8 Motivation
- What Is Motivation?
- Needs and Wants
- Motivating Factors
- Understanding of Morale
- Self-Concept and Motivation
- Methods of Improving Self-Concept
- Ten Tips for Improving Self-Concept
- Power of Self-Motivation
- Teamwork
- Methods of Saying Thank You and Motivating Others
- CHAPTER 9 Leadership in Customer Service
- Leadership Defined
- Know Thyself
- Formal and Informal Leaders
- Coach or Counselor
- Characteristics of Excellent Leaders
- Leadership and Goals
- Creation of a Customer Service Culture
- Benefits of Job Aids
- Leadership without Position
- Your Boss Is Your Customer Too!
- CHAPTER 10 Customer Retention and Measurement of Satisfaction
- What Is Customer Retention?
- Value of Existing Customers
- Understanding Churn
- How to Tell If You Need to Improve Your Customer-Retention Programs
- Development of a Customer-Retention Program
- Measurement of Satisfaction
- Sources of Information
- Benefits of Measuring Your Effectiveness
- Tips for Realistically Determining Your Effectiveness
- Why Surveys Do Not Always Reflect Reality
- Ideas for Evaluating Your Own Performance
- What Measurement of Satisfaction Means to Your Business
- CHAPTER 11 Technology and Customer Service
- Today’s Changing Marketplace
- Understanding the Customer of the Twenty-First Century
- Embracing New Technologies
- Call Centers
- Customer Service Over the Internet
- Enhancing Service Experiences and Building Customer Loyalty
- CHAPTER 12 Excellence in Customer Service
- Excellence Is the Goal
- What’s Happening in the “Real World”?
- Getting Started
- Rewards of Providing Excellent Customer Service
- Glossary
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