Customer Service: Career Success Through Customer Loyalty

by Paul R. Timm

Pearson Education | January 30, 2007 | Trade Paperback

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Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the book, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.   Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors.  Goes well beyond canned responses to help readers apply creative solutions to ever-changing problems. A greater emphasis on loyaltyand the latest techniques such as the Net Promoter Score, exceeding expectations, customer-friendly technology etc. Examines how loyalty translates to business growth and development through recommendations, referrals and promotions.  This book is for employees and managers of customer service departments and human resource training departments.

Format: Trade Paperback

Dimensions: 304 pages, 9.98 × 7.94 × 0.44 in

Published: January 30, 2007

Publisher: Pearson Education

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 0132236583

ISBN - 13: 9780132236584

Found in: Customer Service

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– More About This Product –

Customer Service: Career Success Through Customer Loyalty

by Paul R. Timm

Format: Trade Paperback

Dimensions: 304 pages, 9.98 × 7.94 × 0.44 in

Published: January 30, 2007

Publisher: Pearson Education

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 0132236583

ISBN - 13: 9780132236584

Table of Contents

PART 1       SEEING THE BIG PICTURE

 

Chapter 1   Know why Service Matters

 

PART 2      COMMUNICATING YOUR CUSTOMER SKILLS

 

Chapter 2   Use Behaviors that Engage your Customers

 

Chapter 3   Apply your Best Listening Skills

 

Chapter 4   Use the Telephone for Good Service

 

Chapter 5   Create Friendly Web Sites and Electronic Communication 

 

PART 3      RESPONDING TO CUSTOMER NEEDS

 

Chapter 6   Recognize and Deal with Customer Turn-offs

 

Chapter 7   Get Customer Feedback

 

Chapter 8   Recover the Potentially Lost Customer

 

PART 4      EXCEEDING CUSTOMER EXPECTATIONS

 

Chapter 9   Exceed Expectations with Value

 

Chapter 10 Give Customers A-Plus Information

 

Chapter 11 Exceed Customer Expectations with Convenience and Timing

 

PART 5      MANAGING SERVICE IN ORGANIZATIONS

 

Chapter 12 Managing Your Time and Tasks to Reduce Stress

 

Chapter 13 Get Employees to Give Great Service

 

PART 6      A PEEK INTO THE FUTURE

 

Chapter 14 Recognizing the Emerging Trends in Customer Service

 

Appendix    How to Lead or Participate in an A-Plus Idea-Generating Meeting

From the Publisher

Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the book, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.   Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors.  Goes well beyond canned responses to help readers apply creative solutions to ever-changing problems. A greater emphasis on loyaltyand the latest techniques such as the Net Promoter Score, exceeding expectations, customer-friendly technology etc. Examines how loyalty translates to business growth and development through recommendations, referrals and promotions.  This book is for employees and managers of customer service departments and human resource training departments.

About the Author

I’ve had the privilege of writing more than 30 books on a variety of topics dealing with challenges managers and career-oriented people deal with every day. My books on customer loyalty, human relations, management communication, and self-management have been translated into more than a dozen languages and sell worldwide. I have also written and appear in a series of videotape training programs produced by Jack Wilson & Associates (www.JWAvideo.com).

 

My writing is based on more than 30 years experience as a professor, trainer, consultant and entrepreneur. I have held positions with large companies (Xerox and Bell South) and have led small organizations such as Prime Learning, Inc. I also served in a helicopter company in the US Army in Vietnam.

 

For fun I run (marathons and triathlons), play golf, read, and enjoy observing the kinds of customer service people give–or, more often, fail to give.

 

I strongly believe that no arena offers as much opportunity for your professional advancement as does the field of customer service and loyalty. And with the skills taught in this book, you will greatly enhance your ability to build and sustain your greatest asset–your relationships with loyal, committed customers and employees–through exceptional service.