Home Page Icon
Home Page
Table of Contents for
Cover
Close
Cover
by Jeff Toister
Service Failure
Cover
Title Page
Copyright
Contents
Acknowledgments
Introduction
Part I: Understanding Obstacles to Outstanding Customer Service
Chapter 1 Customer Service Doesn’t Come Naturally: Hidden Obstacles to Serving Customers
The Service Consistency Challenge
The Customer Service Disconnect
Natural Obstacles to Service Greatness
Part II: Overcoming Obstacles to Outstanding Customer Service
Chapter 2 The Customer Is Not Always Right: Equipping Employees to Handle Challenging Customers
The Customer Is Often Wrong
Customers Have Varied Expectations
The Self-Sabotaging Customer
The Abusive Customer
Solution Summary: Overcoming Challenging Customers
Chapter 3 They’re Your Customers, Not Mine: Aligning Employees’ Interests with Those of the Company
The Principal-Agent Problem
The Problem with Financial Incentives
The Unexpected Side of Employee Recognition
Customer Service Standards That Backfire
Solution Summary: Getting Employee Buy-in
Chapter 4 Your Employees Are Double Agents: Bridging the Gap Between Doing the Right Thing for the Customer and Following Company Policy
The Double Agent Problem
Weighing Risk vs. Reward
Getting Employees to Do the Dirty Work
Solution Summary: Avoiding the Creation of Double Agents
Chapter 5 Mutually Assured Dissatisfaction: Getting Beyond Broken Systems That Cause Employee Disengagement
Broken Systems Lead to Disengaged Employees
Learned Helplessness Arises from Broken Systems
The Dangers of Employee Disengagement
Leaders Blind to Reality
Solution Summary: Avoiding Mutually Assured Dissatisfaction
Chapter 6 Conformity Is Contagious: Creating a Company Culture That Encourages Outstanding Customer Service
Social Pressure Influences Behavior
Culture Is What We Do
Solution Summary: Creating a Customer-Focused Culture
Chapter 7 Attention Is in Short Supply: Getting Employees to Notice What Customers Really Need
The Curse of Multitasking
Paying Too Much Attention Isn’t a Good Idea, Either
Listening to Customers Can Be Difficult
Solution Summary: Helping Employees Pay Better Attention
Chapter 8 What Role Will You Play Today? Emphasizing the Primary Responsibility to Delight Customers
When Tasks Define Our Roles
Extreme Role-Playing
Blind Obedience
Solution Summary: Helping Employees Establish the Right Roles
Chapter 9 The Problem with Empathy: Encouraging Employees to Empathize with Their Customers
The Source of Empathy
Communicating on Different Levels
Self-Centered Behavior That Leads to Poor Service
Solution Summary: Helping Employees Demonstrate Empathy with Customers
Chapter 10 Emotional Roadblocks: Helping Employees Overcome Their Own Emotions
“Don’t Take It Personally” Is Bad Advice
Emotions Are Contagious
The High Cost of Emotional Labor
Solution Summary: Helping Employees Overcome Emotional Roadblocks
Chapter 11 Casualties of Cost Consciousness: Seeing Customer Service as a Profit Generator Rather Than a Cost Center
Fuzzy Math
Less Is Often Less
Short-Term Gains That Spread Customer Ill Will
Solution Summary: Positioning Customer Service as a Profit Generator
Part III: Putting Lessons into Action
Chapter 12 Getting Started
What to Know Before You Get Started
The First Three Steps in the Journey to Outstanding Service
A Final Note: Your Worst Employee Might Be Your Best
Index
Search in book...
Toggle Font Controls
Playlists
Add To
Create new playlist
Name your new playlist
Playlist description (optional)
Cancel
Create playlist
Sign In
Email address
Password
Forgot Password?
Create account
Login
or
Continue with Facebook
Continue with Google
Sign Up
Full Name
Email address
Confirm Email Address
Password
Login
Create account
or
Continue with Facebook
Continue with Google
Next
Next Chapter
Title Page
Add Highlight
No Comment
..................Content has been hidden....................
You can't read the all page of ebook, please click
here
login for view all page.
Day Mode
Cloud Mode
Night Mode
Reset