Index

Symbols

5+/20+ Method, ref-1

80/20 rule, ref-1

800/888 phone numbers, ref-1

900 phone numbers, ref-1

A

ABCs, customer service, ref-1

abusive customers, ref-1

accountability, ref-1

ACD (Automatic Call Distribution) system, ref-1, ref-2

achievability, service standards, ref-1

acknowledging

crises, ref-1

customers, ref-1

actions, ref-1

addresses (Internet), ref-1

domains, ref-1

after hours, outsourcing, ref-1

agendas for action, ref-1

analyzing work processes, ref-1

assessing personality, ref-1

associations, business resources, ref-1

attaching files (e-mail), ref-1

attention, written communication, ref-1

attitudes, ref-1

audio cassettes, instruction manuals, ref-1

authority, employees, ref-1

auto responders (e-mail), ref-1, ref-2

automated fax-back systems, ref-1

Automatic Call Distribution (ACD) system, ref-1, ref-2

B

back-up system, outsourcing, ref-1

bad news

cushioning, ref-1, ref-2

letters, ref-1

behavior

customers, DISC, ref-1

employees, standardizing, ref-1

styles, ref-1

recognizing your own, ref-1

behavioral preferences, ref-1

beliefs, ref-1

body language (customers), ref-1

compliant, ref-1

demanding, ref-1

influential, ref-1

steady, ref-1

broadcast faxes, ref-1, ref-2

building World Wide Web sites, ref-1

bureacracy, ref-1

business, repeat, ref-1

calculation, ref-1

increased revenue, ref-1

lower expense, ref-1

buyer remorse, avoiding, ref-1

buyers, see customers

C

C style customers, see compliant customers

call centers, ref-1, ref-2

centralizing, ref-1

decentralizing, ref-1

design, ref-1

equipment, ref-1

outsourcing, ref-1

third party, ref-1

caller ID, ref-1, ref-2

calls

customer service

checking quality, ref-1

long waits, ref-1

tracking, ref-1

voice mail, routing suggestions, ref-1

see also phone systems

calls to action, ref-1, ref-2

caring, ref-1

Carpal Tunnel Syndrome, ref-1

avoiding, ref-1

Cause and Effect diagrams, ref-1

CD-ROM instruction manuals, ref-1

centralizing call centers, ref-1

CIF (cost of insurance and freight), ref-1

clarification questions, ref-1, ref-2

closed loop systems (voice mail), ref-1

closed-ended questions, ref-1, ref-2

.com (Web addresses), ref-1

communication

equipment, ref-1

interdepartmental, ref-1

internal, ref-1

international, toll-free numbers, ref-1

written, ref-1

bad news letters, ref-1

getting attention, ref-1

international customers, ref-1

phrases to avoid, ref-1

responses to complaints, ref-1

survey requests, ref-1

thank you letters, ref-1

transitional statements, ref-1

words to avoid, ref-1

community colleges, employee education, ref-1

competitors, observing, ref-1

complaints

customers, ref-1

responses, ref-1

tracking, ref-1

compliant customers, ref-1, ref-2

body language, ref-1

recognizing, ref-1

speaking, ref-1

composing e-mail messages, ref-1

conflict resolution, ref-1, ref-2, ref-3

consequence questions, ref-1, ref-2

consistency of customer service, ref-1

constituencies, ref-1, ref-2

contract call centers, business resources, ref-1

contract instructors, employee education, ref-1

convenience, ref-1

cooperation, interdepartmental, promoting, ref-1

corporate

cultures, ref-1, ref-2, ref-3

missions, ref-1

cost of insurance and freight (CIF), ref-1

costs, reducing

overhead, ref-1

with Web sites, ref-1

credit, ref-1

credits and exchanges, ref-1

crises, acknowledging, ref-1

cross-functional teams, ref-1, ref-2

cross-training, ref-1

CSR (Customer Service Representative), ref-1, ref-2

workstations, ref-1

cultural issues, international customers, ref-1

cultures

corporate, ref-1, ref-2

service, ref-1

cushioning bad news, ref-1

cushions (letters), ref-1

customer bases, ref-1, ref-2

customer databases, ref-1, ref-2

customer service

ABCs, ref-1

calls

checking your quality, ref-1

long waits, ref-1

consultants, business resources, ref-1

defined, ref-1

ideas, e-mail systems, ref-1

in job descriptions, ref-1

models, ref-1

proving, ref-1

software vendors, ref-1

standardizing, ref-1

training and development resources, ref-1

World Wide Web sites, ref-1

Customer Service Representative (CSR), ref-1, ref-2

customer support packages, phone systems, ref-1, ref-2

customers, ref-1

acknowledging, ref-1

behavior

DISC, ref-1

observing, ref-1

complaining, ref-1

compliant, ref-1, ref-2

body language, ref-1

recognizing, ref-1

speaking, ref-1

contact departments, ref-1

databases, ref-1

defection, ref-1

demanding, ref-1, ref-2

body language, ref-1

recognizing, ref-1

speaking, ref-1

expectations, ref-1

exceeding, ref-1

firing, ref-1

gathering information, ref-1

influential, ref-1, ref-2

body language, ref-1

speaking, ref-1

international

cultural issues, ref-1

e-mailing, ref-1

formality, ref-1

multilingual services, ref-1

offending, ref-1

payment, ref-1

policies, ref-1

taxes and tariffs, ref-1

written communication, ref-1

listening, ref-1, ref-2

obnoxious, ref-1

profiles, ref-1

recognizing influential, ref-1

refusing, ref-1

repeat, ref-1

calculation, ref-1

increased revenue, ref-1

lower expense, ref-1

segmenting, ref-1

criteria, ref-1

simple, ref-1

segments, ref-1

special privileges, ref-1

steady, ref-1, ref-2

body language, ref-1

recognizing, ref-1

speaking, ref-1

value, ref-1

valued, special phone numbers, ref-1

D

D style, see demanding customers

databases, customer, ref-1, ref-2, ref-3

decentralizing call centers, ref-1

defection, customers, ref-1

defectionitis, ref-1

demanding customers, ref-1, ref-2

body language, ref-1

recognizing, ref-1

speaking, ref-1

demonstrating empathy, ref-1

design tips (Web site), ref-1, ref-2

desires questions, ref-1, ref-2

differentiated values, ref-1

DISC customer behavior styles model, ref-1, ref-2

compliant customer, ref-1

demanding customer, ref-1

influential customer, ref-1

steady customer, ref-1

disclaimers, tape, ref-1

diskettes, ref-1

diversity, hiring, ref-1

domains (Internet addresses), ref-1, ref-2

downloading, ref-1, ref-2

E

e-mail, ref-1

e-mail systems, ref-1

advantages, ref-1

auto responders, ref-1

customer service ideas, ref-1

etiquette, ref-1

files

attaching, ref-1

signature, ref-1, ref-2

messages, composing, ref-1

newsletters, ref-1

responses

auto responders, ref-1

mailing lists, ref-1

semi-auto responders, ref-1

tips for use of, ref-1

.edu (Web addresses), ref-1

education, employee, ref-1, ref-2

implementing, ref-1

electronic mail, see e-mail systems

e-mailing international customers, ref-1

empathy, ref-1

demonstrating, ref-1

Employee Suggestion Program (ESP), ref-1, ref-2

employees

authority, ref-1

behavior, standardizing, ref-1

educating, ref-1, ref-2

implementing, ref-1

empowering to handle customer problems, ref-1

firing, ref-1

good, identifying, ref-1

importance, ref-1

improving morale, ref-1

information, ref-1, ref-2

informing about progress, ref-1

involving in Mission Statements, ref-1

molding, ref-1

motivating, ref-1

personality, ref-1

recognition, ref-1

relationships, ref-1

responsibility, ref-1

rewarding, ref-1

surveys, ref-1

implementing changes, ref-1

problems, ref-1

sample, ref-1

satisfaction, ref-1

scoring, ref-1

treating like customers, ref-1

trusting, ref-1

empowering employees to handle customer problems, ref-1

environmental issues, ref-1

ergonomics, ref-1, ref-2

ESP (Employee Suggestion Program), ref-1, ref-2

etiquette

e-mail systems, ref-1

human, ref-1

telephone, ref-1

exchanges, ref-1

exchanges and credits, ref-1

expectations, customers, ref-1

exceeding, ref-1

experimenting, ref-1

F

fake responses, avoiding, ref-1

FAQs (frequently asked questions), ref-1, ref-2

handling

automated fax-back systems, ref-1

better instructions, ref-1

variable staffing, ref-1

internal, ref-1

fax systems, ref-1

broadcast, ref-1, ref-2

on demand, ref-1, ref-2

sequential, ref-1, ref-2

fax-back systems, automated, ref-1

faxing international customers, ref-1

FGRs (frequently given responses), ref-1, ref-2

files (e-mail)

attaching, ref-1

signature, ref-1, ref-2

firing

customers, ref-1

employees, ref-1

five-plus-twenty-plus method, ref-1

flaming (e-mail terminology), ref-1

FOB (Freight on Board), ref-1

following up, ref-1

formality, international customers, ref-1

frequently asked questions (FAQs), ref-1

frequently given responses (FGRs), ref-1

friend-to-friend endorsement, ref-1

G

gathering information, ref-1

about customers, ref-1

gestures, ref-1

to avoid, ref-1

giving servers, ref-1

global village, ref-1

glossaries, ref-1

goodwill follow-ups, ref-1, ref-2

goodwill freebies, ref-1, ref-2

goodwill inclusions, ref-1, ref-2

goodwill interactions, ref-1, ref-2

goodwill promotions, ref-1

.gov (Web addresses), ref-1

guaranteeing quality, ref-1

guarantees, ref-1

guarantees and warranties, ref-1

exchanges and credits, ref-1

limited time refunds, ref-1

limited warranties, ref-1

money back guarantees, ref-1

unlimited warranties, ref-1

H

handling returns, ref-1

headaches, reducing with headsets, ref-1

headsets, ref-1, ref-2

hands free, ref-1

headaches, reducing, ref-1

improved speech quality, ref-1

improved work quality, ref-1

mobility, ref-1

sharper listening, ref-1

tension, releasing, ref-1

vendors, ref-1

hearing, ref-1

customers, ref-1, ref-2

Help Desks, ref-1, ref-2

helpfulness, ref-1

hierarchy of service, ref-1

hiring

based on personality, ref-1

diversity, ref-1

holidays, differences, ref-1

hostile customers, ref-1

hotlines for valued customers, ref-1

http, ref-1

human

problems, ref-1

relationships, ref-1

humanity, ref-1

hyperlinks, ref-1, ref-2

I

I styles, see influential customers

identifying good employees, ref-1

illustrative questions, ref-1, ref-2

implementing education, ref-1

in-bound calls, ref-1

indexes, ref-1

inflections, speech, ref-1

influential customers, ref-1, ref-2

body language, ref-1

recognizing, ref-1

speaking, ref-1

infobots, see auto responders

information

employees, ref-1

gathering, ref-1

about customers, ref-1

systems, ref-1

Information Superhighway, ref-1, ref-2

instant of absolute judgment, ref-1, ref-2, ref-3

instruction manuals

audio cassettes, ref-1

CD-ROM, ref-1

video, ref-1

instructions

importance, ref-1

improving to reduce FAQs, ref-1

manuals, ref-1

simplifying, ref-1

testing, ref-1

intensity, speech, ref-1

interactive voice response, ref-1, ref-2

interdepartmental

cooperation, promoting, ref-1

relationships, ref-1

internal

communication, ref-1

FAQs, ref-1

problems, solving, ref-1

service, ref-1

support services, ref-1

international

communication, toll-free numbers, ref-1

customers

cultural issues, ref-1

e-mailing, ref-1

formality, ref-1

multilingual services, ref-1

offending, ref-1

policies, ref-1

taxes and tariffs, ref-1

written communication, ref-1

payment, ref-1

International Association of Business Communicators, ref-1

Internet, ref-1, ref-2

addresses, ref-1

domains, ref-1

gymnasium metaphor, ref-1

increasing communication, ref-1

names, reserving, ref-1

resources, ref-1

Internet Service Provider (ISP), ref-1, ref-2

interviewing, ref-1

Intranet, ref-1

ISP (Internet Service Provider), ref-1, ref-2

J-K

job descriptions, including customer service in, ref-1

key systems, ref-1, ref-2

keywords (Internet searches), ref-1, ref-2

KISS principle, ref-1, ref-2

L

LAN (Local Area Network), ref-1, ref-2

letters

bad news, ref-1

of credit, ref-1

thank you, ref-1

limited resources, outsourcing, ref-1

limited time refunds, ref-1, ref-2

limited warranties, ref-1, ref-2

listening, ref-1

customers, ref-1

sharper, headsets, ref-1

to customers, ref-1

Local Area Network (LAN), ref-1, ref-2

long waits for customer service (calls), ref-1

lowering costs, overhead, ref-1

M

machine problems, ref-1

mailbots, see auto responder

mailing lists, e-mail systems, responses, ref-1

maintaining sites, World Wide Web, ref-1

management model, ref-1

managers, relationships with customers, ref-1

market forces, problems, ref-1

marketing tools, solving problems, ref-1

materials, problems, ref-1

McLuhan, Marshall, ref-1

measurability, service standards, ref-1

measurements, problems, ref-1

mentoring, employee education, ref-1

menu options, voice mail, ref-1

menu-driven recorded announcements, ref-1

messages, composing (e-mail), ref-1

method, problems, ref-1

.mil (Web addresses), ref-1

Mission Statements, ref-1, ref-2

involving employees, ref-1

testing, ref-1

mobility, headsets, ref-1

models, customer service, ref-1

molding employees, ref-1

money problems, ref-1

money back guarantees, ref-1

motivating employees, ref-1

motivation gap, ref-1

multi-function experience, ref-1

multilingual services, ref-1

N

names, Internet, reserving, ref-1

networking computers, ref-1

new ideas, ref-1

newsletters (e-mail), ref-1

notes taking, ref-1

O

obnoxious customers, ref-1

observing

competitors, ref-1

customer behavior, ref-1

offending international customers, ref-1

on-demand fax system, ref-1

open-ended questions, ref-1, ref-2

surveys, ref-1

operating styles, ref-1

operator assistance (voice mail), ref-1

.org (Web addresses), ref-1

organization charts, ref-1

organizational support, service standards, ref-1

out-bound calls, ref-1

outsourcing, ref-1, ref-2

overflows, outsourcing, ref-1

overhead, lowering, ref-1

owning one’s work, ref-1

P

pacing, speech, ref-1

Pareto, Vilfredo, ref-1

partitions, ref-1

patience, ref-1

pay for service

calls (900 numbers), ref-1

systems, ref-1

payment, international, ref-1

PBX (Private Branch Exchange), ref-1, ref-2

peak performance, ref-1

performance improvement companies, employee education, ref-1

personality

assessing, ref-1

employees, ref-1

hiring, ref-1

reading, ref-1

Personally Pleasing Memorable Interactions (PPMI), ref-1, ref-2

phone etiquette, ref-1

phone numbers, special, ref-1

phone packages, customer support, ref-1

phone systems

choosing, ref-1

customer support packages, ref-1

lines, ref-1

pay for service calls (900 numbers), ref-1

remote lines, ref-1, ref-2

time of delay, ref-1

toll free calls, ref-1

toll free numbers, ref-1

voice mail, ref-1

phrases to avoid, ref-1, ref-2

playback, ref-1

policies, international customers, ref-1

politeness, ref-1

PPMI (Personally Pleasing Memorable Interactions), ref-1, ref-2

pride, work, ref-1

Private Branch Exchange (PBX), ref-1, ref-2

proactive customer service, ref-1

problems

human, ref-1

internal, solving, ref-1

machine, ref-1

market forces, ref-1

materials, ref-1

measurements, ref-1

method, ref-1

money, ref-1

solving, ref-1

products, surveys, ref-1

profiles, customers, ref-1

progress, informing employees, ref-1

promises to customers, ref-1

promoting interdepartmental cooperation, ref-1

promotional gestures, ref-1

goodwill follow-ups, ref-1

goodwill freebies, ref-1

goodwill inclusions, ref-1

goodwill interaction, ref-1

recovery follow-ups, ref-1

recovery freebies, ref-1

recovery inclusions, ref-1

recovery interaction personally, ref-1

volume rebates, ref-1

proving customer service, ref-1

public seminar companies, employee education, ref-1

publications, business resources, ref-1

purchases, ref-1

Q

quality

guaranteeing, ref-1

of customer service calls, checking, ref-1

quantifiability, service standards, ref-1

questions

asking, ref-1

advantages, ref-1

how to, ref-1

clarification, ref-1

closed-ended, ref-1, ref-2

consequence, ref-1

desires, ref-1

illustrative, ref-1, ref-2

open-ended, ref-1, ref-2

status, ref-1

tone, ref-1

quick scan test, ref-1

R

reactive customer service, ref-1

reading personality, ref-1

rebates, volume, ref-1

recognition, employees, ref-1

recognizing

customers

compliant, ref-1

demanding, ref-1

influential, ref-1

steady, ref-1

your own behavioral style, ref-1

recorded announcements, menu-driven, ref-1

recovery follow-up, ref-1

recovery follow-ups, ref-1

recovery freebies, ref-1, ref-2

recovery inclusions, ref-1, ref-2

recovery interaction, ref-1

recovery interaction personally, ref-1

reducing

business costs with Web sites, ref-1

stress (CSRs), ref-1

reevaluating service standards, ref-1

refunds, limited time, ref-1

refusing customers, ref-1

relationships

employees, ref-1

human, ref-1

interdepartmental, ref-1

managers to customers, ref-1

secret, ref-1

releasing employees, ref-1

relevance, ref-1

customer service standards, ref-1

remote phone lines, ref-1, ref-2

repeat business, ref-1

calculation, ref-1

increased revenue, ref-1

lower expense, ref-1

reporting relationships, ref-1

reserving names (Internet), ref-1

resolving conflicts, ref-1

resources

associations, ref-1

consultants, ref-1

contract call centers, ref-1

customer service

consultants, ref-1

training and development, ref-1

equipment, telecommunications, ref-1

Internet and World Wide Web, ref-1

publications, ref-1

software vendors, customer service, ref-1

to satisfy customers, ref-1

responders

auto, ref-1, ref-2

semi-auto, ref-1, ref-2

responding to messages (e-mail)

auto responders, ref-1

mailing lists, ref-1

semi-auto responders, ref-1

responses

fake, avoiding, ref-1

to complaints, ref-1

responsibility, employees, ref-1

returns, handling, ref-1

rewarding

employees, ref-1

success, ref-1

risks, taking, ref-1

root causes, ref-1, ref-2

identifying, ref-1

routing suggestions, calls (voice mail), ref-1

rude customers, ref-1

S

S styles, see steady customers

sales representatives, surveys, ref-1

sales tools, solving problems, ref-1

scoring surveys, ref-1

seasonal service times, outsourcing, ref-1

segmenting customers, ref-1

criteria, ref-1

simple, ref-1

segments, ref-1

customer, ref-1

self-managed teams, ref-1, ref-2

semi-auto responders (e-mail), ref-1, ref-2

sequential faxes, ref-1, ref-2

service cultures, ref-1

Service Difference, ref-1

service standards, ref-1, ref-2

achievability, ref-1

creating your own, ref-1

measurability, ref-1

organizational support, ref-1

reevaluating, ref-1

relevancy to customers, ref-1

SMARTS, ref-1

specificity, ref-1

timeliness, ref-1

training, ref-1

services, improving, ref-1

signature files (e-mail), ref-1, ref-2

simplifying instructions, ref-1

sites (World Wide Web), ref-1, ref-2

building, ref-1

customer service, ref-1

maintaining, ref-1

small office equiptment, vendors, ref-1

SMARTS, service standards, ref-1

solving problems, ref-1

internal problems, ref-1

sales and marketing tool, ref-1

spamming (e-mail terminology), ref-1

speaking, customers

compliant, ref-1

demanding, ref-1

influential, ref-1

steady, ref-1

special phone numbers, ref-1

specificity service standards, ref-1

speech

inflection, ref-1

intensity, ref-1

pacing, ref-1

volume, ref-1

standardizing

behavior, ref-1

customer service, ref-1

implementing, ref-1

standards, service, ref-1

status questions, ref-1, ref-2

steady customers, ref-1, ref-2

body language, ref-1

recognizing, ref-1

speaking, ref-1

stress, reducing (CSR), ref-1

support services, ref-1

customized, ref-1

internal, ref-1

survey requests, ref-1

surveys, ref-1

customer satisfaction, sample, ref-1

database information, ref-1

employee

satisfaction, ref-1

satisfaction, sample, ref-1

scoring, ref-1

employees, ref-1

implementing changes, ref-1

problems, ref-1

important questions, ref-1

open-ended questions, ref-1

power questions, ref-1

products, ref-1

sales representatives, ref-1

technical support, ref-1

tracking, ref-1

T

Tables of Contents, ref-1

tabulating survey results, ref-1

taking notes, ref-1

tape disclaimers, ref-1

tariffs and taxes, international customers, ref-1

teams

cross-functional, ref-1

self-managed, ref-1

teamwork, ref-1

cross-functional, ref-1

models, ref-1

self-managed, ref-1

technical support surveys, ref-1

telecommunications equipment, ref-1

resources, ref-1

telephone, see phone systems

tension, releasing, headsets, ref-1

terminating employees, ref-1

testing

instructions, ref-1

Mission Statement, ref-1

thank you letters, ref-1

The Service Difference, ref-1

third party call centers, ref-1

time delay (voice mail), ref-1

time of delay, ref-1

time-out rooms, ref-1, ref-2

timeliness, ref-1

importance, ref-1

service standards, ref-1

time zones, differences, ref-1

toll free calls, ref-1

toll free numbers, ref-1

international, ref-1

tone of voice, ref-1

tracking

calls, ref-1

complaints, ref-1

surveys, ref-1

training

employees, ref-1

service standards, ref-1

training and development resources, customer service, ref-1

transactions, ref-1

transitional statements, ref-1

treating employees like customers, ref-1

troubleshooting lists, ref-1

trusting employees, ref-1

Turn-Around Promotions, ref-1

U

uncovering

FAQs, ref-1

FGRs, ref-1

unlimited warranties, ref-1

uploading, ref-1, ref-2

URL (Universal Resource Locator), ref-1, ref-2

user-friendly design, ref-1

V

valued customers, special phone numbers, ref-1

values, ref-1

differentiated, ref-1

Values Statements, ref-1

variable staffing, customer service, ref-1

vendors, customer service software, ref-1

ventilation, work spaces, ref-1

video instruction manuals, ref-1

video conferencing, ref-1

Vision Statements, ref-1

voice mail, ref-1, ref-2

cautions, ref-1

closed loop systems, ref-1

delay time, ref-1

etiquette, ref-1

interactive response, ref-1

menu options, ref-1

operator assistance, ref-1

routing suggestions calls, ref-1

voice response units, ref-1, ref-2

volume, speech, ref-1

volume rebates, ref-1, ref-2

volunteer work, job candidates, ref-1

W-Z

Wally’s Monday Memo (e-mail), ref-1

WAN (Wide Area Network), ref-1, ref-2

warranties, ref-1, ref-2

limited, ref-1

warranties and guarantees, ref-1

exchanges and credits, ref-1

limited time refunds, ref-1

limited warranties, ref-1

money back guarantees, ref-1

unlimited warranties, ref-1

web browsers, ref-1, ref-2

web site, ref-1, ref-2

characteristics of successful, ref-1

costs of business, reducing, ref-1

Wide Area Network (WAN), ref-1, ref-2

win-win situations, ref-1

word-of-mouth advertising, ref-1

words

to avoid, ref-1, ref-2

to use, ref-1

work processes, analyzing, ref-1

working

environment, ref-1

together, ref-1

Working Solo, ref-1

Working Solo eNews, ref-1

workplace injury prevention consultants, ref-1

workstations, CSR, ref-1

World Wide Web, ref-1, ref-2

addresses, ref-1

browsers, ref-1, ref-2

resources, ref-1

site design, ref-1, ref-2

sites

building, ref-1

maintaining, ref-1

services offered, ref-1

software, ref-1

written communication, ref-1

bad news letters, ref-1

getting attention, ref-1

international customers, ref-1

phrases to avoid, ref-1

responses to complaints, ref-1

survey requests, ref-1

thank you letters, ref-1

transitional statements, ref-1

words to avoid, ref-1, ref-2

WWW, see World Wide Web