Monitoring, Measuring, and Managing Customer Service [Hardcover]

Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies.HOW TO CONSISTENTLY PRODUCE GREAT CUSTOMER SERVICE.

Elements of Great Service.

The Customer Service Call Path: A Blueprint for Producing Peak Customer.

Satisfaction by Telephone.

THE ANATOMY OF SERVICE SUCCESS: IDENTIFYING THE EIGHTEEN COMMUNICATION FACTORS THAT PROMOTE TOP CUSTOMER SERVICE.

Excellent CSRs: They're Positive and Cheerful.

Gret Reps are Consistently Courteous.

Articulation Is Essential to Providing a Good Service Experience.

Watch Out For Speed Bumps.

How to Have Perfect Pitch.

If You Want to Get Someone's Attention, Just....

Calibrate Your Conversations.

Vocabulary: The Art of Using the Right Words.

Grammar Counts!

Electrify Customers with Your Energy.

Jack Be Nimble, Jack Be Quick.

Let's Deliver Accurate Information.

Appropriateness: Ramblin' Reps Should Be Roped In.

Be Organized: State Your Point, Give the Evidence, State Your Point Again (P.E.P.).