Monitoring, Measuring, and Managing Customer Service

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–clas s customer service departments.

Spis treści:
HOW TO CONSISTENTLY PRODUCE GREAT CUSTOMER SERVICE.
Elements of Great Service.
The Customer Service Call Path: A Blueprint for Producing Peak Customer.
Satisfaction by Telephone.
THE ANATOMY OF SERVICE SUCCESS: IDENTIFYING THE EIGHTEEN COMMUNICATION FACTORS THAT PROMOTE TOP CUSTOMER SERVICE.
Excellent CSRs: They′re Positive and Cheerful.
Gret Reps are Consistently Courteous.
Articulation Is Essential to Providing a Good Service Experience.
Watch Out For Speed Bumps.
How to Have Perfect Pitch.
If You Want to Get Someone′s Attention, Just....
Calibrate Your Conversations.
Vocabulary: The Art of Using the Right Words.
Grammar Counts!
Electrify Customers with Your Energy.
Jack Be Nimble, Jack Be Quick.
Let′s Deliver Accurate Information.
Appropriateness: Ramblin′ Reps Should Be Roped In.
Be Organized: State Your Point, Give the Evidence, State Your Point Again (P.E.P.).
Effective Transistions Are a Characteristic of the Best Communicators.
Customers Want More Than Information –
They also Want Our Empathy and Supportivenss.
"We Understand the Importance of Good Listening".
Evoking the Right Responses.
MONITORING CUSTOMER SERVICE.
Five Reasons to Close Monitor CSR Performance.
How Current Monitoring Practices Fail.
Pluses and Minuses of Customer Surveys.
A Tried and True Monitoring Device: Managing by "Walking Around".
Should You Adopt an Explicit "Code of Behavior" for Your Work Group?
Should You Monitor and Enforce Dress Codes?
Try Using "Direct Pointing" to Help Your Reps.
If You′re Going to Monitor, You Should Create an Objective Record.
Legal Issues in the Taping of Conversations.
Ultimately, What We′re Really After is Self–Monitoring.
MEASURING CUSTOMER SERVICE REPRESENTATIVES.
How Some Reps Measured.
You′ll Get What You Measure–On e Way or Another.
Ten Criteria for Measuring Customer Service Calls.
Telephone Effectiveness Assessment Measures (TEAMeasures).
The TEAMeasures Scoring System.
The TEAMeasures Documents.
Telephone Effectiveness Assessment Measures (TEAMeasures) Call Scoring Sheet.
Telephone Effectiveness Assessment Measures (TEAMeasures) Definitions.
MEASURING AND MANAGING TEAM LEADERS, SUPERVISORS, AND CUSTOMER SERVICE MANAGERS.
SEAmeasures: An Overview.
Supervisor Effectiveness Assessment Measures (SEAmeasures) Definitions.
Effective Customer Service Management Practices.
RECRUITING, MOTIVATING, AND RETAINING QUALITY CUSTOMER SERVICE PEOPLE.
A Profile of Exceptional CSRs.
Recruiting Great Reps.
Motivating and Compensating CSRs.
Secrets to Retaining the Best Employees.
Rewarding Career Paths.
MAKING A CORPORATE COMMITMENT TO FIRST–CLASS CUSTOMER SERVICE.
What is a Corporate Commitment, Anyway?
Helping Specific Departments to Become More Effective Communicators.

Nota biograficzna:
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.

Okładka tylna:
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 h ave 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.