Overcoming The Customer Service Syndrome
DOWNLOAD
Download Overcoming The Customer Service Syndrome PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Overcoming The Customer Service Syndrome book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Overcoming The Customer Service Syndrome
DOWNLOAD
Author : Galen R. Collins
language : en
Publisher:
Release Date : 2011-07-06
Overcoming The Customer Service Syndrome written by Galen R. Collins and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-07-06 with Hospitality industry categories.
After reading this book, you will never feel the same about service professionals. They are pivotal in making or breaking customer relationships. However, being a service professional has never been more difficult. In many service organizations, the gap is widening between what they can deliver and what customers expect. Many service professionals are quitting their jobs. Many more, under fire from disgruntled customers, are experiencing unprecedented stress. We call this phenomenon the customer service syndrome (CSS). The purpose of this book is to provide strategies and tactics for combating CSS and achieving sustainable high customer satisfaction. While customer service is of paramount importance in sustaining profitability, many hospitality businesses continue to struggle with delivering consistent, quality service because it is often treated as a static, isolated event rather than as a function of the total business enterprise. This book is unique because it positions customer service as an outcome of the total system. You will gain an understanding of how various organizational elements (e.g., hiring, marketing, training, support systems, physical plant, human resource practices, supervision, policies and procedures, technology systems, etc.) work together to promote the successful delivery of customer service. You will also learn how to align service expectations and experiences and to create comfortable customer service environments in which service professionals are encouraged to use their talents and expertise. Overcoming CSS and creating sustainable, quality service experiences requires service businesses to drastically rethink how service professionals fit into the profit equation. They will discover that people who serve others are of paramount importance and are often significantly under-valued and under-invested. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals. There is a need to approach the management of the service system in creative and productive new ways. The last chapter is a 28-day service journal for each reader s growth in awareness and understanding of customer service issues. We wish you all a successful journey through life. eBook Version You will receive access to this electronic text via email after using the shopping cart above to complete your purchase "
Overcoming The Customer Service Syndrome How To Achieve And Sustain High Customer Satisfaction
DOWNLOAD
Author : Galen R. Collins
language : en
Publisher:
Release Date : 1753-01-01
Overcoming The Customer Service Syndrome How To Achieve And Sustain High Customer Satisfaction written by Galen R. Collins and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1753-01-01 with categories.
Overcoming The Customer Service Syndrome
DOWNLOAD
Author : Galen R. Collins
language : en
Publisher:
Release Date : 2003
Overcoming The Customer Service Syndrome written by Galen R. Collins and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Customer relations categories.
The Robot Syndrome
DOWNLOAD
Author : John J. Miksa
language : en
Publisher: AuthorHouse
Release Date : 2009-07-16
The Robot Syndrome written by John J. Miksa and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-07-16 with Business & Economics categories.
The Great Global Recession has rumbled through the worlds economies like a freight train out of control and wreaked havoc with businesses both large and small in every industry. Fewer customers are spending less and demanding more satisfaction with every purchase. And as companies continue to reduce the size of their workforces, employees are challenged as never before to maintain and improve customer satisfaction. How can employees at every level in a company contribute to delivering uniquely human customer service? How can they learn to overcome using robot-like responses to address customer service issues? What mustevery employee learn to do tohelp transformtheir companys customer service into a competitive advantage? In his book, The Robot Syndrome, John presents a highly practical set of Adaptive Service Principles and companion Pointers to address what may be todays most pressing business issue. Using an entertaining combination of wit, common sense, and practical advice, he presents a new way to help companies achieve and sustain the highest possible level of customer satisfaction. By using the principles and pointers that he sets forth, individuals will become more adaptive and will learn to unleash the power of their minds and the uniquely human traits of their hearts, one customer interaction at a time.
Customer Service Satisfaction
DOWNLOAD
Author : Matthew J. Ferguson
language : en
Publisher: CreateSpace
Release Date : 2014-03-15
Customer Service Satisfaction written by Matthew J. Ferguson and has been published by CreateSpace this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-03-15 with Business & Economics categories.
Customer service and satisfaction is important to many employees and business owners. The success of a business depends on it. Learn the valuable tools and skills you need to deliver what your clients and customers want, and in return, you will reap the benefits. Expect happier clients, more business and more profit.
Getting Service Right
DOWNLOAD
Author : Jeff Toister
language : en
Publisher: Toister Performance Solutions
Release Date : 2019-03-15
Getting Service Right written by Jeff Toister and has been published by Toister Performance Solutions this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-15 with categories.
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I
Practical Handbook Of Customer Service Operations
DOWNLOAD
Author : Warren Blanding
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-12-06
Practical Handbook Of Customer Service Operations written by Warren Blanding and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-06 with Business & Economics categories.
Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.
Terrific Five Star Customer Service
DOWNLOAD
Author : Dan Casey
language : en
Publisher:
Release Date : 2013-06-01
Terrific Five Star Customer Service written by Dan Casey and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-06-01 with categories.
Terrific is a book that focuses on special people with Down Syndrome in the marketplace. It is a unique approach to defining excellence in customer service in a day when there appears to be very little found anywhere. For certain, it makes no difference about the locale or the type of business, quality customer service should be the norm, not the exception. Keith Hawk and Stan Toler raise the bar on five star customer service by featuring special people who are without doubt the most loving, caring people on God's big earth!
Learning The Art Of Customer Service
DOWNLOAD
Author : F. H. Zuberi
language : en
Publisher: Createspace Independent Pub
Release Date : 2013-01-24
Learning The Art Of Customer Service written by F. H. Zuberi and has been published by Createspace Independent Pub this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-24 with Business & Economics categories.
This book is philosophical in the sense that it will make you rethink Customer Service, yet it is practical in value by giving you “real” tools that actually work—ones that are relevant to both small and large businesses. In addition, you will find hands-on activities in each chapter to apply what you have learned by putting things in your perspective. Thus, this book can be utilized in three ways:• To be utilized as a guide for Customer Service training meant to be delivered at seminars, institutes, and organizations.• To be utilized as a text for an introductory level business course with a focus on Customer Service, taught at a school, college, or university.• To be utilized as a “teach yourself” resource to learn the art of Customer Service and to discuss what you learn with your colleagues in meetings or focus groups.You will discover and learn: the 3C—the key factors behind the Customer Service multi-billion dollar industry; the formula to calculate the actual worth of your customer; the 360 model—unlocking the hidden code of “CUSTOMER SERVICE”; the 8i—understanding your customers' mindsets—to let you approach your customers with confidence while responding to their needs and wants with “know how”; how to stay in full control even in some of the most difficult situations —unpleasant and uncertain—striking a fine balance between what is right for the customer and good for your business; how to save your customers without having to say yes to their demands; four ways to overcome communication barriers and connect with your customers in a manner that eradicates the roots of misinterpretation and lays solid grounds for understanding; three tips on finding “simple” solutions to “complex” problems; three ways to value time when assisting customers; three factors to keep in mind when educating customers; the 3D so that your customers don't get surprises and you don't get headaches if things don't go as expected; the 3A to exceed your customer expectations; how to establish long-term relationships with your customers that result in lasting loyalty and sustained profitability; one common misconception about the relative significance of our words, tone, and body language; and finally, how to put the three levels of communication—face-to-face, over-the-phone, online—in context so you decide what works best for you and your customers.
Set Up To Fail Syndrome
DOWNLOAD
Author : Jean-Francois Manzoni
language : en
Publisher: Harvard Business Review Press
Release Date : 2007-02-01
Set Up To Fail Syndrome written by Jean-Francois Manzoni and has been published by Harvard Business Review Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-02-01 with Business & Economics categories.
Do you have an employee whose performance keeps deteriorating—despite your close monitoring? Brace yourself: You may be at fault—by unknowingly triggering the set-up-to-fail syndrome. Perhaps things started off swimmingly. But then something--a missed deadline, a lost client—made you question the person's performance. You began micromanaging him. Suspecting your reduced confidence, he started doubting himself—and stopped giving his best. You viewed his new behavior as additional proof of mediocrity, and tightened the screws further. In The Set-Up-to-Fail Syndrome, Jean-Francois Manzoni and Jean-Louis Barsoux show how this insidious cycle hurts everyone: employees stop volunteering ideas, preventing your organization from getting the most from them; you lose energy to attend to other activities; and your reputation suffers as other employees deem you unfair. Team spirit wilts as targeted performers are alienated. But the set-up-to-fail syndrome doesn't have to happen. The authors provide preventive measures, such as loosening the reins as new employees master their jobs. If the syndrome has already erupted, Manzoni and Barsoux explain how to discuss the dynamic with your employee and reverse the cycle.