The index that appeared in the print version of this title was intentionally removed from the eBook. Please use the search function on your eReading device to search for terms of interest. For your reference, the terms that appear in the print index are listed below.
Absenteeism
abusive customers
Airline (TV program)
air travel industry
American Civil Liberties Union (ACLU)
American Customer Satisfaction Index
American Express
American Society for Training and Development (ASTD)
America Online (AOL)
apologies, importance of
Apple Store
Asch, Solomon
attitude anchors
autokinetic effect
automatic reminders
automotive services industry
Backorders
Bain & Company
Bank of America
barbershops
bars
Bath and Body Works
Best Buy
Big Y
Blessing White, Employee Engagement Report (2011)
blindness, inattentional
blind obedience
Bloomberg Businessweek, Customer Service Champs List
bonuses
Borders
Bowling Green State University
brain characteristics
autokinetic effect
emotion regulation
inattentional blindness
multitasking problems
pattern-recognition
bribery
Brinkerhoff, Robert
Brodsky, Norm
brokerage firms
Built to Last (Collins)
burnout, costs of
business services industry
buy-in
Cable companies
call centers
automated phone menus
automatic reminders
broken systems and
call tracking software
customer satisfaction data
customer service standards
double agent problem
emotional labor and
employee disengagement
principal-agent problem
stress and
time pressures of
training for
Carnegie Mellon University
car rental services
Carroll, Dave
Chabris, Christopher
Chargify
Charles Schwab
Circle of Influence exercise
Circuit City
ClickFox
coffee
Collins, Jim
Comcast
commissions
complaints
customer challenges and
employee disengagement and
about extra fees/price increases
frontline employees and
about negative employees
for poor service
rating systems and
Condé Nast Traveler
conformity, social pressure influencing behavior
consistency of service
contests
convenience stores
corkage fees
Cornell University, School of Hotel Administration
cost control
Courageous Training (Brinkerhoff and Mooney)
Credit Union National Association
Cucina Urbana (San Diego)
customer-friendly policies
customer satisfaction surveys
customer service culture
defining customer service policies
examples of
leaders as role models
roles of employees
customer service standards
call centers
consistency and
employee buy-in and
secret shoppers
service-level agreement (SLA)
Data entry, multitasking problems
decision making, involving employees in
DHL
difficult customers
discipline, progressive
disengagement. see employee disengagement
Disney, Walt
display rules
Dodson, Brett
double agent problem
Dunkin’ Donuts
Emotional labor
empathy
customer point of view and
employee point of view and
source of
of supervisors for employees
training for
employee buy-in
employee disengagement
broken systems as cause
dangers of
defined
identifying and addressing operational issues
involving staff members
leadership blindness to
learned helplessness and
preventing
sharing customer engagement goals
see also roles of employees; training
employee engagement
characteristics of
see also employee disengagement
Enterprise Rent-A-Car
estimates, written
event ticketing companies
executives. see supervisors
expectations management
eye contact
Facial expressions
feedback
constructive, for employees
from customers
emotional labor and
on meeting customer service goals
supervisors on front lines and
see also complaints; rating systems
fee increases. see price/fee increases
Ferrari, Vincent
Field, Marshall
financial incentives
financial services
food service/restaurant industry
Fortune Magazine, Best Companies to Work for
free service/help
friendships, employee
games
GetHuman
GMAC Mortgage
goals of customer service
Golden Rule
Goodman, John
Good to Great (Collins)
greeting customers
group norms, company culture and
GSI Commerce
Hamman, John R.
Harvard Business Review management
Hastings, Reed
health care industry
helplessness, learned
hiring procedures
cohort/group approach in
company culture and
for emotional labor
empathy of employees
employee fit and
see also training
Home Depot
hospitals
hotels/hospitality services industry
Iceberg investigation
Ideal Plumbing, Heating, Air, and Electrical
imprisonment, psychology of
inattentional blindness
Inc. Magazine
In-N-Out Burger
International Customer Management Institute
inventory counts
JetBlue
job descriptions
Johnson, Ron
Journal of Service Management
Kroc, Ray
Kudlow, Larry
L. L. Bean
leaders. see supervisors
learned helplessness
lifetime service programs
lifetime value of customer
listening
to customers
to employees
Loewenstein, George
Lorino, Chris
Lynn, Michael
Maintenance anchors
Major League Baseball
management by walking around
managers. see supervisors
Marriott, Bill
Maslow, Abraham
McDonald’s
Meyer, David
Milgram, Stanley
Mooney, Tom
motivation
Maslow’s hierarchy of human needs and
recognition systems
see also financial incentives
movie theaters
Moynihan, Brian
multitasking
Negative employees
Netflix
Net Promoter Score
new customers, managing expectations of
Nordstrom
Online services industry
Oregon Health and Science University (OHSU)
ownership, developing sense of
Pacific Southwest Airlines (PSA)
parking facilities
pattern-recognition
payroll services
Platinum Rule
Portland International Airport (Oregon)
positive work environment
Pottruck, David
praise
preemptive acknowledgment
price/fee increases
Prigmore, Donna
principal-agent problem
printing services
priorities, in customer service
prizes
problem resolution
professional associations
progressive discipline
Rath, Tom
rating systems
American Customer Satisfaction Index
customer complaints. see complaints
customer satisfaction surveys
formal surveys
magazine surveys
self-rating systems
for supervisors
Twitter reviews
videos
workplace climate surveys
Yelp reviews
recognition systems
referrals
REI
restaurants. see food service/restaurant industry
RetailSails
retail sales
retention of customers
returns policies
rewards
risk vs. reward
Ritz, César
Road Trip activity
roles of employees
blind obedience in
customer service culture and
customer service scandals
extreme measures
job descriptions and
risk vs. reward and
tasks in defining
thank-you letter exercise
Rosenberg, William
Rubin, Michael
Sales commissions
scandals, customer service
Schultz, Howard
Sears, Roebuck & Company
secret shoppers
self-actualization needs
self-directed teams
self-esteem
self-interests
self-rating systems
Selfridge, Harry Gordon
self-sabotaging customers
self-service technology
service-level agreement (SLA)
Sherif, Muzafer
shipping services
Simons, Daniel
Slater, Steven
smiling
Snyder, Harry
Social Security Administration
Southwest Airlines
SQM Group
staffing levels
standards. see customer service standards
Starbucks
Starwood Hotels
Stephan, Jeffrey
stories, sharing personal
Stroop, John Ridley
Stroop effect
blindness to employee disengagement
of commissioned/tipped employees
difficult
empathy for employees
employees first philosophy
on front lines of customer service
negative social pressure from
outstanding customer service and
positive emotions and
reinforcement by
as role models
360-degree surveys
supportive work environment
surface acting
surveys. see rating systems
Taghaddos, Siamak
TARP Worldwide
task focus
in defining roles of employees
tasks vs. outcomes and
transition to customer focus
team approach
in company culture
friendships among employees
self-directed teams
supportive work environment in
to tips
Teemsma, Don
telecommunications
telephones
call tracking software
continuous interruptions and
see also call centers
Terra American Bistro (San Diego)
thank-you letter exercise 360-degree surveys
tiered support structure
tips
training
to avoid double agent problem
to avoid placing blame
buy-in from participants and
company culture and
disconnect with customers and
for empathy
employee fit and
in listening skills
measuring success of
need for customer service
ongoing dialogue in
Transportation Security Administration (TSA)
treats
Tronvoll, Bärd
True Value
trust, double agent problem and
tunnel vision
turnover
Undercover Boss (TV program)
uniform sales
United Airlines
University of Michigan, Brain Cognition and Action Laboratory
Uppsala University (Sweden)
Validation, need for
variations in service
Verizon Wireless
video rental
Wall Street Journal, Market Watch
Walt Disney Company
Wanamaker, John
warranties
Weber, Roberto A.
Westin Portland
Winch, Guy
workplace climate surveys
Yelp
YouTube
Zane’s Cycles
Zappos
Zimbardo, Philip G.
zone coverage