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by Ron Karr
The Complete Idiot's Guide to Great Customer Service
Cover
Copyright
Contents
Foreword
Introduction
To Serve and to Please—The Service Difference
The Service Difference
The Thinking Behind This Book
What You’ll Find in This Book
Extras
At Your Service
Acknowledgments
Special Thanks from the Publisher to the Technical Reviewer
Part 1: What Exactly Is Customer Service?
Chapter 1: Customer Service: A Many Splendored Thing
Chapter 2: Service: It’s a Mission
Chapter 3: Just Who Serves the Customer Around Here?
Chapter 4: Standardized—Spelling Out Good Performance
Chapter 5: Who’s Your Valued Customer?
Part 2: Service Is Communication
Chapter 6: The Pleasure of Your Business . . .
Chapter 7: What’s the Customer’s Style?
Chapter 8: So What’s the Problem?
Chapter 9: The Angry Customer
Chapter 10: Writing for Service
Chapter 11: Look! It’s an Instruction Manual
Part 3: So, How Am I Doing?
Chapter 12: Complain, Complain, Complain
Chapter 13: Just the FAQs
Chapter 14: Survey Says . . .
Chapter 15: Great Expectations
Part 4: Build It and They Will Come: Creating a Customer Service Organization
Chapter 16: Structuring the Service Function for Success
Chapter 17: Finding and Hiring Service Winners
Chapter 18: Enable Your Winners to Win
Chapter 19: Who’s Sitting Where?
Chapter 20: It’s an Internal Organ
Chapter 21: It’s a Worldly Thing
Part 5: The Gizmos & Gadgets of Great Service
Chapter 22: Hello There!
Chapter 23: Help Is on the Line
Chapter 24: ZAP! E-Mail Coming at You
Chapter 25: Next Stop: Information Superhighway
Appendix A: Resources
Associations
Contract Call Centers
Customer Service Consultants
Customer Service Training, Conference Keynotes, and Suppliers of Behavioral Assessment Tools
Internet and World Wide Web Services
Publications
Telecommunications Equipment and Customer Service Software Systems Vendors
Workplace Injury Prevention Consultants
Appendix B: Glossary
Afterword Do You Get a Second Chance to Be Your Customer’s First Choice?
Wrapping Up
The Way of the Happy Servant
Index
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