Appendix B: CARQUEST Standards of Service Excellence
by Micah Solomon, Leonardo Inghilleri
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
- Cover Page
- Title Page
- Copyright Page
- Contents
- Special Features
- Acknowledgments
- Foreword
- Introduction: The Only Shop in the Marketplace
- Chapter One: The Engineer on the Ladder: Reaching for the Highest Level of Service
- Chapter Two: The Four Elements of Customer Satisfaction: Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process
- Chapter Three: Language Engineering: Every. Word. Counts.
- Establish a Consistent Style of Speech
- Create a Lexicon of Preferred Language and Phrasing
- Choose Language to Put Customers at Ease, Not to Dominate Them
- Concentrate Your Language Efforts on the Key Customer Moments: Hellos, Good-Byes, and the Times When Things Fall Apart
- Shut Up Sometimes: The Artie Bucco Principle
- Words Have Their Limits
- Show, Don’t Tell (And Don’t Ever Just Point)
- Phone and Internet Language and Communication Pointers
- Chapter Four: Recovery! Turning Service Failures Around
- Chapter Five: Keeping Track to Bring Them Back: Tracking Customer Roles, Goals, and Preferences
- Principles of Noting and Sharing
- Principle 1: Keep Your Systems Simple
- Principle 2: If It’s Important to Your Customer, It Belongs in Your System
- Principle 3: The Information You Gather Needs to be Available in Real Time
- Principle 4: Preferences Change; Assumptions are Tricky
- Principle 5: Moods Change: Track Them
- Principle 6: Don’t Blow It with a Wooden Delivery
- Principle 7: Using Technology to Ask for Information? It’s a Fine Line between Clever and Creepy
- Surprises Are Hazardous—Online and Off
- Fear Not: Don’t Be Deterred from Collecting Information—Thoughtfully
- Chapter Six: Building Anticipation Into Your Products and Services: Putting Processes to Work for You
- Get Your Company to Think Like a Customer
- Mr. BIV and the Art of Eliminating Defects
- Don’t Kill Mr. BIV’s Messengers
- Systematically Reducing Waste to Add Value—For You and Your Customers
- Why Efficient Processes Can Transform Service
- Stamping Out Waste? Don’t Crush Value by Accident
- Process-Based Anticipation on the Internet
- Using Tools to Gather Information About Your Customers’ Experience
- Process-Based Solutions Become People Solutions
- Chapter Seven: Your People: Selection, Orientation, Training, and Reinforcement
- We Are Already Our True Selves: Select for Traits
- Keep the Hiring Bar High
- Develop Selection Discipline
- Create a Powerful Orientation Process
- Use Orientation to Instill New Values, Attitudes, and Beliefs
- Defining an Employee’s Underlying Purpose
- The Orientation Process Begins Sooner Than You Think
- On Day One, Nothing Is Tangential
- Build a Brand Ambassador
- Training Employees to Anticipate—Carefully
- Reinforcement: The Daily Check-In
- Chapter Eight: Leadership: Guiding the Customer-Centered Organization
- Chapter Nine: What’s Worth it, and What’s Not? Pointers on Value, Costs, and Pricing
- Chapter Ten: Building Customer Loyalty Online: Using the Internet’s Power to Serve Your Customers and Your Goals
- The Internet’s Double Edge
- Opinions: Everybody Has One. Evangelists: Every Company Needs Them.
- The Internet Can Promote Commoditization. Avoid This Through Individualization.
- Long Copy/Short Copy
- Online, the Window in Which to Show You’re Extraordinary Can Be Small
- Amazon.com: A Brilliant Company, but Not the Most Realistic Model to Emulate
- First Time Online: A Nuts-and-Bolts Case Study
- Chapter Eleven: Hello/Good-Bye: Two Crucial Moments with a Customer
- Timelessly Time-Sensitive
- Don’t Rush Your Hellos and Good-Byes on the Telephone
- Serving Disabled Customers Is a Responsibility and an Opportunity, from the Moment You Welcome Them at Your Door
- Turn Your Receptionist into a Predator (Who Kills with Kindness)
- It’s Google—Not You—Who Decides Where Visitors Enter Your Site. Be Sure They’re Greeted Properly Anyway
- Taking Control of Good-Byes
- The Hazards of Subcontracting Hellos and Good-Byes
- Good-Bye for Now from the Authors—With Resources and Assistance for Your Journey
- Appendixes
- Appendix A: Oasis Disc Manufacturing: Customer and Phone Interaction Guidelines and Lexicon Excerpts
- Appendix B: CARQUEST Standards of Service Excellence
- Appendix C: Capella Hotels and Resorts “Canon Card”: Service Standards and Operating Philosophy
- Notes
- Index
-
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