Description
Book SynopsisThis reference offers coverage of aspects of customer service and support. Contributors from companies including Coopers & Lybrand, IBM and Xerox offer advice on creating the corporate culture, establishing and using the right measurements and standards, and short- and long-term strategic planning.
Table of ContentsPartial table of contents:
BEST PRACTICES IN CREATING A STRATEGIC APPROACH TO CUSTOMER SERVICE.
Customer Service as a Basis for a Breakthrough Business Strategy (M. Hanley).
Why Take a Best Practices Approach?: Creating Added Value for Customers (H. Bolton).
A Leader's Perspective on Becoming Customer-Driven (E. Kahn).
BEST PRACTICES IN CREATING AND USING MEASUREMENTS AND STANDARDS TO ACHIEVE EXCELLENCE IN CUSTOMER SERVICE.
Measuring Customer Satisfaction Effectively (D. Wilkerson).
Customer Complaints: Are You Getting Enough?
(J. Rosen).
BEST PRACTICES IN ACHIEVING PROCESS IMPROVEMENT.
Laying the Groundwork for Successfully Implementing Process Improvement (S. Patel).
The Benefits of ISO Certification (L. Brandt).
BEST PRACTICES IN USING TECHNOLOGY TO ACHIEVE BREAKTHROUGH CUSTOMER SERVICE.
Why Fewer Customer Support Centres Are Better: KeyCorp Case Study (J. Berish, et al.).
Are You Ready for Electronic Commerce?
(S. Brown & D. MacCallum).
BEST PRACTICES IN WORKPLACE MANAGEMENT: THE IMPORTANCE OF THE PEOPLE FACTOR.
Leading a Customer-Focused Organization (J. Daly).
The Role of the Knowledge Worker in Customer Care (S. Patel).
BRINGING IT ALL TOGETHER: BEST PRACTICES OF INDUSTRY LEADERS.
Best Practices of Leaders in Financial Services: Tomorrow's Leading Retail Banks (B. Bound & R. Taylor).
Best Practices of Leaders in the Public Sector (I. Littman).
Appendices.
