{"product_id":"monitoring-measuring-and-managing-customer-service-isbn-9780787951399","title":"Monitoring, Measuring, and Managing Customer Service","description":"Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies.Erstklassiger Customer Service ist kein Zufall! Er la?t sich erlernen, uberwachen, messen und managen. Ausgehend von dem erfolgreichen Seminarprogramm des Autors, bietet dieses Buch eine systematische Anleitung, wie Sie einen Customer Service von hohem Qualitatsniveau aufbauen und aufrechterhalten.\u003cbr\u003e Untersucht werden Beispiele von hervorragendem Customer Service, um aufzuzeigen, was im einzelnen geschieht und wie diese Situation wiederholt werden kann. Goodman definiert die - aus Kundensicht - wichtigsten Eigenschaften fur einen exzellenten Service und gibt Anweisungen, wie man diese Service-Eigenschaften entwickelt, aufrechterhalt und belohnt. Der Schwerpunkt liegt dabei auf grundlegenden Management- und organisatorischen Fragen, die einen guten Customer Service erst moglich machen. Ein umfassender Leitfaden fur Customer Service Manager, die einen erstklassigen Customer Service aufbauen wollen. HOW TO CONSISTENTLY PRODUCE GREAT CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e Elements of Great Service.\u003cbr\u003e \u003cbr\u003e The Customer Service Call Path: A Blueprint for Producing Peak Customer.\u003cbr\u003e \u003cbr\u003e Satisfaction by Telephone.\u003cbr\u003e \u003cbr\u003e THE ANATOMY OF SERVICE SUCCESS: IDENTIFYING THE EIGHTEEN COMMUNICATION FACTORS THAT PROMOTE TOP CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e Excellent CSRs: They're Positive and Cheerful.\u003cbr\u003e \u003cbr\u003e Gret Reps are Consistently Courteous.\u003cbr\u003e \u003cbr\u003e Articulation Is Essential to Providing a Good Service Experience.\u003cbr\u003e \u003cbr\u003e Watch Out For Speed Bumps.\u003cbr\u003e \u003cbr\u003e How to Have Perfect Pitch.\u003cbr\u003e \u003cbr\u003e If You Want to Get Someone's Attention, Just....\u003cbr\u003e \u003cbr\u003e Calibrate Your Conversations.\u003cbr\u003e \u003cbr\u003e Vocabulary: The Art of Using the Right Words.\u003cbr\u003e \u003cbr\u003e Grammar Counts!\u003cbr\u003e \u003cbr\u003e Electrify Customers with Your Energy.\u003cbr\u003e \u003cbr\u003e Jack Be Nimble, Jack Be Quick.\u003cbr\u003e \u003cbr\u003e Let's Deliver Accurate Information.\u003cbr\u003e \u003cbr\u003e Appropriateness: Ramblin' Reps Should Be Roped In.\u003cbr\u003e \u003cbr\u003e Be Organized: State Your Point, Give the Evidence, State Your Point Again (P.E.P.).\u003cbr\u003e \u003cbr\u003e Effective Transistions Are a Characteristic of the Best Communicators.\u003cbr\u003e \u003cbr\u003e Customers Want More Than Information -\u003cbr\u003e They also Want Our Empathy and Supportivenss.\u003cbr\u003e \u003cbr\u003e \"We Understand the Importance of Good Listening\".\u003cbr\u003e \u003cbr\u003e Evoking the Right Responses.\u003cbr\u003e \u003cbr\u003e MONITORING CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e Five Reasons to Close Monitor CSR Performance.\u003cbr\u003e \u003cbr\u003e How Current Monitoring Practices Fail.\u003cbr\u003e \u003cbr\u003e Pluses and Minuses of Customer Surveys.\u003cbr\u003e \u003cbr\u003e A Tried and True Monitoring Device: Managing by \"Walking Around\".\u003cbr\u003e \u003cbr\u003e Should You Adopt an Explicit \"Code of Behavior\" for Your Work Group?\u003cbr\u003e \u003cbr\u003e Should You Monitor and Enforce Dress Codes?\u003cbr\u003e \u003cbr\u003e Try Using \"Direct Pointing\" to Help Your Reps.\u003cbr\u003e \u003cbr\u003e If You're Going to Monitor, You Should Create an Objective Record.\u003cbr\u003e \u003cbr\u003e Legal Issues in the Taping of Conversations.\u003cbr\u003e \u003cbr\u003e Ultimately, What We're Really After is Self-Monitoring.\u003cbr\u003e \u003cbr\u003e MEASURING CUSTOMER SERVICE REPRESENTATIVES.\u003cbr\u003e \u003cbr\u003e How Some Reps Measured.\u003cbr\u003e \u003cbr\u003e You'll Get What You Measure-One Way or Another.\u003cbr\u003e \u003cbr\u003e Ten Criteria for Measuring Customer Service Calls.\u003cbr\u003e \u003cbr\u003e Telephone Effectiveness Assessment Measures (TEAMeasures).\u003cbr\u003e \u003cbr\u003e The TEAMeasures Scoring System.\u003cbr\u003e \u003cbr\u003e The TEAMeasures Documents.\u003cbr\u003e \u003cbr\u003e Telephone Effectiveness Assessment Measures (TEAMeasures) Call Scoring Sheet.\u003cbr\u003e \u003cbr\u003e Telephone Effectiveness Assessment Measures (TEAMeasures) Definitions.\u003cbr\u003e \u003cbr\u003e MEASURING AND MANAGING TEAM LEADERS, SUPERVISORS, AND CUSTOMER SERVICE MANAGERS.\u003cbr\u003e \u003cbr\u003e SEAmeasures: An Overview.\u003cbr\u003e \u003cbr\u003e Supervisor Effectiveness Assessment Measures (SEAmeasures) Definitions.\u003cbr\u003e \u003cbr\u003e Effective Customer Service Management Practices.\u003cbr\u003e \u003cbr\u003e RECRUITING, MOTIVATING, AND RETAINING QUALITY CUSTOMER SERVICE PEOPLE.\u003cbr\u003e \u003cbr\u003e A Profile of Exceptional CSRs.\u003cbr\u003e \u003cbr\u003e Recruiting Great Reps.\u003cbr\u003e \u003cbr\u003e Motivating and Compensating CSRs.\u003cbr\u003e \u003cbr\u003e Secrets to Retaining the Best Employees.\u003cbr\u003e \u003cbr\u003e Rewarding Career Paths.\u003cbr\u003e \u003cbr\u003e MAKING A CORPORATE COMMITMENT TO FIRST-CLASS CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e What is a Corporate Commitment, Anyway?\u003cbr\u003e \u003cbr\u003e Helping Specific Departments to Become More Effective Communicators. GARY S. GOODMAN is an internationally recognized innovator in customer service, sales, and telemarketing who consults for a number of Fortune 500 companies including Xerox, Polaroid, and Kraft General Foods. He is also a best-selling author of twelve books and president of The Goodman Organization, a consulting firm based in GlAndale, California. Improving customer service isn't a matter of finding better customer service reps. As Dr. Gary Goodman states, \"We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it.\" In this book Goodman identifies the core behaviors that make up excellent customer service--as defined by the customer--and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction.Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone.Goodman identifies the twenty-four communication factors that promote customer service and presents TEAMeasures (Telephone Effectiveness Assessment Measures) to help managers measure telephone effectiveness, call quality, and customer satisfaction. He also introduces SEAMeasures (Supervisor Effectiveness Assessment Measures) to help companies evaluate the effectiveness of their team leaders, supervisors, and customer service managers.Goodman examines a wealth of real-life episodes of first-class service to illustrate what happened and show how each event can be repeated. He identifies the specific benefits that good service personnel provide and how those benefits translate into lasting customer loyalty. And he gives managers explicit criteria for measuring success and for recruiting, motivating, and retaining quality customer service personnel.With a focus on the management and organizational issues that make good customer service possible, Monitoring, Measuring, and Managing Customer Service helps companies with a corporate commitment to excellent customer service develop first-class customer service departments. Improving customer service isn't a matter of finding better customer service reps. As Dr. Gary Goodman states, \"We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it.\" In this book Goodman identifies the core behaviors that make up excellent customer service--as defined by the customer--and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction.\u003cbr\u003e Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone.\u003cbr\u003e Goodman identifies the twenty-four communication factors that promote customer service and presents TEAMeasures (Telephone Effectiveness Assessment Measures) to help managers measure telephone effectiveness, call quality, and customer satisfaction. He also introduces SEAMeasures (Supervisor Effectiveness Assessment Measures) to help companies evaluate the effectiveness of their team leaders, supervisors, and customer service managers.\u003cbr\u003e Goodman examines a wealth of real-life episodes of first-class service to illustrate what happened and show how each event can be repeated. He identifies the specific benefits that good service personnel provide and how those benefits translate into lasting customer loyalty. And he gives managers explicit criteria for measuring success and for recruiting, motivating, and retaining quality customer service personnel.\u003cbr\u003e With a focus on the management and organizational issues that make good customer service possible, Monitoring, Measuring, and Managing Customer Service helps companies with a corporate commitment to excellent customer service develop first-class customer service departments.","brand":"Jossey-Bass","offers":[{"title":"Default Title","offer_id":47989652422885,"sku":"NP9780787951399","price":49.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780787951399.jpg?v=1761784966","url":"https:\/\/k12savings.com\/es\/products\/monitoring-measuring-and-managing-customer-service-isbn-9780787951399","provider":"K12savings","version":"1.0","type":"link"}