Monitoring, Measuring and Managing Customer Service
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Monitoring, Measuring and Managing Customer Service

Gary S. Goodman Ph.D.
Jossey-Bass, 2000
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Editorial Rating

9

Qualities

  • Innovative
  • Applicable

Recommendation

If you’re waiting for the perfect employee to walk through your door and turn around your ailing customer service function, forget it. Take a more realistic approach and implement the system presented by Gary S. Goodman, which enables average employees to provide superior customer service. Simply put, your employees can learn the series of simple tasks that combine to form a positive customer experience, and you can monitor, measure and manage this process. With this book, your employees can learn the skills they need to provide excellent customer service, from their calling routine, to the way they speak, explain your company and address customer queries. With a little practice, and a willingness to follow Goodman’s prescribed - although genuinely service-oriented - regimens, each of your employees can become a customer-service expert. getabstract.com recommends this book to anyone interested in implementing customer-focused service, which turns out to be a lot more tangible than you might have guessed.

Summary

The Elements of Great Customer Service

The best customer service people have some basic core behaviors in common. These behaviors make up the ten elements of superior customer service.

  1. Appear eager to solve problems - Have the same positive attitude whether a customer is buying or returning an item.
  2. Take a long-term view of the customer relationship - Realize that creating goodwill produces repeat business and a steady future income from pleased customers.
  3. Don’t blame customers for their mistakes - Regardless of whether customers are at fault, the superior customer service representative (CSR) will attempt to satisfy them.
  4. Go one step beyond what the customer expects - Customers appreciate small, unexpected gestures.
  5. Value the customer’s time - A customer’s time has a cash value and a recreational value. Understand that they could be doing many other things besides returning an item.
  6. Live up to your customer’s expectations - Once you raise your customer’s expectations, realize that they will expect you to deliver.
  7. Apply the essentials of service...

About the Author

Gary S. Goodman Ph.D., is a consultant for many Fortune 500 companies, including Xerox, Polaroid and Kraft General Foods.

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