By Karen Leland, Keith Bailey
Customer support For Dummies, 3rd version integrates the unbeatable details from customer support For Dummies and on-line customer support For Dummies to shape an all-in-one advisor to patron loyalty for big and small companies alike. The publication covers the basics of provider promoting and offers updated suggestion on such basics as support desks, name facilities, and IT departments. Plus, it exhibits readers how one can take inventory in their customer support strengths and weaknesses, create priceless shopper surveys, and study from the successes and screw ups of companies similar to theirs.Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting crew, a global consulting company focusing on caliber carrier consulting and coaching for such consumers as Oracle, IBM, Avis, and Lucent.
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Example text
Like a trip to the moon, you’ve achieved liftoff, and it’s too late to go back but too soon to see exactly where you’re going. Danger: You’ve opened Pandora’s Box, and all your company’s service weaknesses and problems are laid out before you. Now that you see all that needs to be fixed, you may become overwhelmed and paralyzed, and you may, consequently, throw in the towel before you’ve accomplished all that you want to. Chapter 2: In-Focused or Customer-Focused: Where Do You Stand? Requiring an ongoing commitment We had the privilege a few years ago of working with an international hotel chain that has a great reputation for service.
But the other agent’s report would be more like, “You won’t believe what a terrible evening I’ve had. ” What this agent failed to realize was that being friendly to the customers would not have taken any longer, but it would have been much less stressful and more effective had she done so. For a great story about how one company became a service winner, read Moments Of Truth, by Jan Carlzon (Perennial Library, Harper & Row). Even though the book is written about the airline industry, we’ve never found a business that couldn’t benefit from Carlzon’s advice.
Customer perception is reality, and service excellence, to a large degree, is managing your customers’ perceptions and expectations. In Chapter 7, we show you how you can determine and enhance your company’s most significant moments of truth. Sharing the market Flash forward to the ’90s, and share of market became the hot button in business/customer relations. Around this time, the speed of business began to increase exponentially. Fax machines, overnight delivery, and the Internet were beginning to present new customer-communication opportunities.
