This practical, self-study book was developed to help you establish and manage a quality service operation. Learn how to determine customer needs, how to effectively and efficiently meet those needs, and how to continually measure your service level.
Table of Contents How This Book Is Organized
Developing a Customer-Service Perspective Stage 1: Understanding Your Customer
What Is Your Specific Service Niche?
What Are the Characteristics of the Service(s) You Provide?
Developing Your Customer Profile
How Do Your Customers See You?
Review and Action Plan Stage 2: Set Quality Service Standards
The Importance of Setting Quality Service Standards
The Two Dimensions of Quality Service
Writing Quality Service Standard Statements
Prioritizing Your Quality Customer-Service Standards
Review and Action Plan Stage 3: Build a Winning Team
Putting Quality into the Design of Customer Jobs
Writing Job Specs in Quality Customer-Service Terms
Screening Job Applicants for Quality Customer-Service Abilities
Training for Quality Customer-Service
Quality Customer-Service Leadership
A Supportive Organizational Climate
Review and Action Plan Stage 4: Check Up Regularly
A Service Audit System
A Customer Feedback System
Employee Feedback Systems
Review and Action Plan Stage 5: Provide Proactive Problem Solving
Create a Supportive Climate for Solving Customer-Service Problems
Use Your Customer-Service Team to Identify Customer-Service Problem Areas
Use Your Customer-Service Team as a Resource for Improving Service
Turn Customer Problems into Opportunities for Better Customer Service
Review and Action Plan Additional Customer-Service Resources Objectives To show how to set quality service standards To identify characteristics of a winning customer-service team To provide proactive customer-service problem solving To explain customer-service audits and feedback
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