{"product_id":"breakthrough-customer-service-isbn-9780471642329","title":"Breakthrough Customer Service","description":"Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S\u0026amp;P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support \"An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!\" \"Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service.\" \"If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries.\" \"A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities.\" \"A great management tool, it provides real-world examples and effective solutions that can be applied to your business.\" \"This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results.\"Dieses Buch mit Beitragen fuhrender Unternehmen im Servicebereich wie IBM und Xerox zeigt Ihnen den Weg zu bestem Kundenservice und -support. Aus erster Hand erfahren Sie, wie man eine serviceorientierte Unternehmenskultur schafft, die richtigen Standards und Vorgaben einfuhrt, strategisch plant, und wohin man sich bei weiterem Informationsbedarf wenden kann. (03\/98) Partial table of contents:\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN CREATING A STRATEGIC APPROACH TO CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e Customer Service as a Basis for a Breakthrough Business Strategy (M. Hanley).\u003cbr\u003e \u003cbr\u003e Why Take a Best Practices Approach?: Creating Added Value for Customers (H. Bolton).\u003cbr\u003e \u003cbr\u003e A Leader's Perspective on Becoming Customer-Driven (E. Kahn).\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN CREATING AND USING MEASUREMENTS AND STANDARDS TO ACHIEVE EXCELLENCE IN CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e Measuring Customer Satisfaction Effectively (D. Wilkerson).\u003cbr\u003e \u003cbr\u003e Customer Complaints: Are You Getting Enough?\u003cbr\u003e \u003cbr\u003e (J. Rosen).\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN ACHIEVING PROCESS IMPROVEMENT.\u003cbr\u003e \u003cbr\u003e Laying the Groundwork for Successfully Implementing Process Improvement (S. Patel).\u003cbr\u003e \u003cbr\u003e The Benefits of ISO Certification (L. Brandt).\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN USING TECHNOLOGY TO ACHIEVE BREAKTHROUGH CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e Why Fewer Customer Support Centres Are Better: KeyCorp Case Study (J. Berish, et al.).\u003cbr\u003e \u003cbr\u003e Are You Ready for Electronic Commerce?\u003cbr\u003e \u003cbr\u003e (S. Brown \u0026amp; D. MacCallum).\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN WORKPLACE MANAGEMENT: THE IMPORTANCE OF THE PEOPLE FACTOR.\u003cbr\u003e \u003cbr\u003e Leading a Customer-Focused Organization (J. Daly).\u003cbr\u003e \u003cbr\u003e The Role of the Knowledge Worker in Customer Care (S. Patel).\u003cbr\u003e \u003cbr\u003e BRINGING IT ALL TOGETHER: BEST PRACTICES OF INDUSTRY LEADERS.\u003cbr\u003e \u003cbr\u003e Best Practices of Leaders in Financial Services: Tomorrow's Leading Retail Banks (B. Bound \u0026amp; R. Taylor).\u003cbr\u003e \u003cbr\u003e Best Practices of Leaders in the Public Sector (I. Littman).\u003cbr\u003e \u003cbr\u003e Appendices. \u003cp\u003e\u003cb\u003eABOUT THE EDITOR\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eSTANLEY A. BROWN\u003c\/b\u003e is the Partner in Charge of Coopers \u0026amp; Lybrand’s International Centre of Excellence in Customer Satisfaction. The Centre works with organizations to enhance revenue and improve profitability through a focus on processes that touch the customer. He is a frequent speaker on the topic of customer service, and writes regularly for newsletters and magazines, including \u003ci\u003eSales and Marketing Management\u003c\/i\u003e and \u003ci\u003eICSA News\u003c\/i\u003e. He is the author of three previous books: \u003ci\u003eWhat Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers\u003c\/i\u003e (Wiley, 1995), \u003ci\u003eTotal Quality Service,\u003c\/i\u003e and \u003ci\u003eCreating the Service Culture.\u003c\/i\u003e  \u003c\/p\u003e\u003cp\u003eIn today’s intensely competitive business environment, breakthrough customer service gives your organization the last strategic edge. Selling more product or providing the lowest price are quick-fixes, easily copied by competitors. But breakthrough customer service is not a quick-fix program. It changes the rules of the way your company (or even your industry) does business. And it can differentiate your business from the competition in a lasting way. \u003c\/p\u003e \u003cp\u003e\u003ci\u003eBreakthrough Customer Service: Best Practices of Leaders in Customer Support\u003c\/i\u003e assembles an outstanding group of contributors. In thirty-six chapters, the best of the best provide real-life, anecdotal proof that outstanding customer support really is possible and describe how they are doing it in their own, or their clients’, organizations. Divided into six parts, \u003ci\u003eBreakthrough Customer Service\u003c\/i\u003e covers the entire range of practices your organization needs to excel at:  \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eDeveloping strategy \u003c\/li\u003e \u003cli\u003eEstablishing meaningful standards and measurements \u003c\/li\u003e \u003cli\u003eImproving processes that touch the customer \u003c\/li\u003e \u003cli\u003eUsing state-of-the-art technology \u003c\/li\u003e \u003cli\u003eManaging the workforce (including empowerment, cross-functional teams, training, and leadership)\u003c\/li\u003e \u003cli\u003eCase studies of companies in several industry segments, showing how leading organizations pull together several of the concepts described in this book. \u003c\/li\u003e\n\u003c\/ul\u003e \u003cp\u003eBest practices organizations don’t excel in only one area; no single thing distinguishes them. It’s the combination of practices—enabled by technology, with a pinch of organizational culture thrown in—that together create their uniqueness, and their leading position. If you want to grow and improve your business, learn from the best practices of others. With some minor adaptation, they will work within your organization’s culture to create breakthrough customer service.  \u003c\/p\u003e\u003cp\u003e\u003ci\u003eBreakthrough Customer Service: Practices of Leaders in Customer Support enables\u003c\/i\u003e you to learn from the very best. This book brings together an outstanding group of contributors—the leading individuals and companies that practise, provide, and teach the best practices in customer support including:  \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eCompanies in North America and the United Kingdom, such as Eastman Kodak, British Airways, and AlliedSignal. \u003c\/li\u003e \u003cli\u003eFirst-hand stories of award-winners such as Ritz-Carlton and AMP, and advice from people who have judged these awards. \u003c\/li\u003e \u003cli\u003eOrganizations that use the latest technology to support their customers (mbanx, Travelers Insurance) and other that are just beginning to climb the technology ladder. \u003c\/li\u003e \u003cli\u003eLeading consultants and thinkers from Coopers \u0026amp; Lybrand in Canada, the United Kingdom, and the United States. \u003c\/li\u003e \u003cli\u003eSuppliers, academics, associations, and industry magazines that have their pulse on selected industries and relevant practices. \u003c\/li\u003e\n\u003c\/ul\u003e  Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge! Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service. If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries. A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities. A great management tool, it provides real-world examples and effective solutions that can be applied to your business. This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results.","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47988856455397,"sku":"NP9780471642329","price":55.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780471642329.jpg?v=1761781796","url":"https:\/\/k12savings.com\/es\/products\/breakthrough-customer-service-isbn-9780471642329","provider":"K12savings","version":"1.0","type":"link"}