STEVE CURTIN spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast!
Inhaltsangabe
Contents Introduction 3 Part One: Function Vs. Essence Chapter 1—Three Truths of Exceptional Customer Service 9 Exceptional Customer Service Reflects the Essence of Every Service Industry Employee's Job Role 11 Exceptional Customer Service Is Always Voluntary 17 Exceptional Customer Service Typically Costs No More to Deliver than Poor Customer Service 20 Getting from Ordinary to Extraordinary 24 Applying Three Truths of Exceptional Customer Service 26 Contents Part Two: Seven Simple Ways To Raise Customer Service Chapter 2—Express Genuine Interest 29 How to Express Genuine Interest 32 Getting from Ordinary to Extraordinary 49 Applying Genuine Interest 52 Chapter 3—Offer Sincere and Specific Compliments 53 Be Attentive to Opportunities to Offer Compliments 54 Factors Influencing the Offering of Compliments 57 How to Offer Sincere and Specific Compliments 59 Recognize Coworkers 64 Getting from Ordinary to Extraordinary 69 Applying Sincere and Specific Compliments 71 Chapter 4—Share Unique Knowledge 73 Unique Knowledge Brings More Value to the Customer Experience 74 The Benefits of Unique Knowledge 75 How to Share Unique Knowledge 82 Getting from Ordinary to Extraordinary 88 Applying Unique Knowledge 91 Chapter 5—Convey Authentic Enthusiasm 93 The Role of Leadership in Fostering Authentic Enthusiasm 95 How to Convey Authentic Enthusiasm 99 Getting from Ordinary to Extraordinary 108 Applying Authentic Enthusiasm 110 Chapter 6—Use Appropriate Humor 111 When to Use Appropriate Humor 113 When the Use of Humor May Be Inappropriate 123 Getting from Ordinary to Extraordinary 125 Applying Appropriate Humor 126 Chapter 7—Provide Pleasant Surprises 127 How to Provide Pleasant Surprises 129 Getting from Ordinary to Extraordinary 142 Applying Pleasant Surprises 144 Chapter 8—Deliver Service Heroics 145 Two Types of Service Heroics 146 How to Deliver Heroic Service to Solve Customers' Problems 152 Getting from Ordinary to Extraordinary 161 Applying Service Heroics 163 Part Three: Incorporating Job Essence Into Job Function Chapter 9—From Ordinary to Extraordinary 167 Why Ordinary Customer Service Is Common and Extraordinary Customer Service Is Rare 170 How to Raise Customer Service Quality from Ordinary to Extraordinary 173 Getting from Ordinary to Extraordinary 186 Incorporating Job Essence into Job Function 188 Index 189
Contents Introduction 3 Part One: Function Vs. Essence Chapter 1—Three Truths of Exceptional Customer Service 9 Exceptional Customer Service Reflects the Essence of Every Service Industry Employee's Job Role 11 Exceptional Customer Service Is Always Voluntary 17 Exceptional Customer Service Typically Costs No More to Deliver than Poor Customer Service 20 Getting from Ordinary to Extraordinary 24 Applying Three Truths of Exceptional Customer Service 26 Contents Part Two: Seven Simple Ways To Raise Customer Service Chapter 2—Express Genuine Interest 29 How to Express Genuine Interest 32 Getting from Ordinary to Extraordinary 49 Applying Genuine Interest 52 Chapter 3—Offer Sincere and Specific Compliments 53 Be Attentive to Opportunities to Offer Compliments 54 Factors Influencing the Offering of Compliments 57 How to Offer Sincere and Specific Compliments 59 Recognize Coworkers 64 Getting from Ordinary to Extraordinary 69 Applying Sincere and Specific Compliments 71 Chapter 4—Share Unique Knowledge 73 Unique Knowledge Brings More Value to the Customer Experience 74 The Benefits of Unique Knowledge 75 How to Share Unique Knowledge 82 Getting from Ordinary to Extraordinary 88 Applying Unique Knowledge 91 Chapter 5—Convey Authentic Enthusiasm 93 The Role of Leadership in Fostering Authentic Enthusiasm 95 How to Convey Authentic Enthusiasm 99 Getting from Ordinary to Extraordinary 108 Applying Authentic Enthusiasm 110 Chapter 6—Use Appropriate Humor 111 When to Use Appropriate Humor 113 When the Use of Humor May Be Inappropriate 123 Getting from Ordinary to Extraordinary 125 Applying Appropriate Humor 126 Chapter 7—Provide Pleasant Surprises 127 How to Provide Pleasant Surprises 129 Getting from Ordinary to Extraordinary 142 Applying Pleasant Surprises 144 Chapter 8—Deliver Service Heroics 145 Two Types of Service Heroics 146 How to Deliver Heroic Service to Solve Customers' Problems 152 Getting from Ordinary to Extraordinary 161 Applying Service Heroics 163 Part Three: Incorporating Job Essence Into Job Function Chapter 9—From Ordinary to Extraordinary 167 Why Ordinary Customer Service Is Common and Extraordinary Customer Service Is Rare 170 How to Raise Customer Service Quality from Ordinary to Extraordinary 173 Getting from Ordinary to Extraordinary 186 Incorporating Job Essence into Job Function 188 Index 189
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