{"product_id":"monitoring-measuring-and-managing-customer-service-9780787951399","title":"Monitoring Measuring and Managing Customer","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eExcellence in customer service does not come about accidentally - it is a learnable set of behaviours that can be monitored, measured and managed. Drawing from the author's seminar programme, this title provides readers with a system for building and sustaining customer service.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003eHOW 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.","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49405036790103,"sku":"9780787951399","price":36.09,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780787951399.jpg?v=1730488451","url":"https:\/\/bookcurl.com\/products\/monitoring-measuring-and-managing-customer-service-9780787951399","provider":"Book Curl","version":"1.0","type":"link"}