{"product_id":"the-customer-service-solution-managing-emotions-trust-and-control-to-win-your-customeras-business-9780071809931","title":"The Customer Service Solution Managing Emotions","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003ch4\u003eUnderstand Consumer Psychology to Drive Profits and Growth\u003c\/h4\u003e\u003cp\u003e\u003cb\u003eWant to know exactly whatâs driving your customer's behavior?\u003cbr\u003e \u003ci\u003eNOW YOU CAN!\u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003eThe Customer Service Solution\u003c\/i\u003e explains how consumers perceive services and shows you how toenhance the customer experience--every time.\u003c\/p\u003e\u003cp\u003eIn this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty.\u003c\/p\u003e\u003cp\u003eWhat are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer beha\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003eCONTENTS\u003cbr\u003ePREFACE xiii\u003cbr\u003eACKNOWLEDGMENTS xv\u003cbr\u003eCHAPTER 1\u003cbr\u003eCUSTOMER SERVICE SOLUTIONS:LEVERAGING CUSTOMER PSYCHOLOGY\u003cbr\u003eTO DESIGN SERVICE OPERATIONS 1\u003cbr\u003eImplicit Outcomes Are Importantfor Your Customers 2\u003cbr\u003eTypes of Knowledge Needed forDelivering Implicit Outcomes 3\u003cbr\u003eParsing the Service Encounter 6\u003cbr\u003eIt Is All About YourCustomers’ Perceptions 7\u003cbr\u003eFactors That Shape YourCustomers’ Perceptions 8\u003cbr\u003eA Scientific Approach to DeliveringGreat Experiences 20\u003cbr\u003eBeyond the Encounter:Memory Management 21\u003cbr\u003eCHAPTER 2\u003cbr\u003eDESIGNING EMOTIONALLYINTELLIGENT PROCESSES 23\u003cbr\u003eEmotions 101 24\u003cbr\u003eServices Differ in Their Emotional Content 29\u003cbr\u003eEmotions and Emotional Intelligence 31\u003cbr\u003eFactors That Drive Your Customers’ Emotions 31\u003cbr\u003eTiered Approach for Shaping Emotions 36\u003cbr\u003eDesigning Emotional Themes 37\u003cbr\u003eCreating Processes to Deliver theEmotional Theme 44\u003cbr\u003eBlueprints for Tracking YourCustomers’ Emotions 47\u003cbr\u003eSegmenting Your Customers 52\u003cbr\u003eResponding to Your Customers’Transaction History 54\u003cbr\u003eA Limited Approach to Managing Emotions 55\u003cbr\u003eKey Principles for Designingfor Optimal Emotional Impact 56\u003cbr\u003eConclusion 56\u003cbr\u003eCHAPTER 3\u003cbr\u003eENGENDERING YOUR CUSTOMERS’ TRUST 59\u003cbr\u003eMarket Mechanisms for ReducingRisk for Your Customer 61\u003cbr\u003eBenefits of Trust 62\u003cbr\u003eComponents of Trust 63\u003cbr\u003eWhom Does Your Customer Trust:The Firm or the Employee? 65\u003cbr\u003eMoments That Influence Trust 67\u003cbr\u003eCues to TrustworthinessBefore the Encounter 69\u003cbr\u003eCalculated Versus Blind Trust 72\u003cbr\u003eCues to TrustworthinessDuring the Encounter 73\u003cbr\u003eBuilding Your Trust Fund 79\u003cbr\u003eKey Principles forBuilding Trust 87\u003cbr\u003eCHAPTER 4\u003cbr\u003eSHAPING YOUR CUSTOMERS’PERCEPTIONS OF CONTROL 89\u003cbr\u003eControl Matters 90\u003cbr\u003eComponents of Control: Behavioraland Cognitive Control 91\u003cbr\u003eMoments That Influence Your Customers’Perception of Control 92\u003cbr\u003eBattles for Control 93\u003cbr\u003eAllocating Control to Your CustomerThrough Choice 96\u003cbr\u003eAllocating Control to Your CustomerThrough Self-Service 99\u003cbr\u003eFramework for Sharing Controlwith Your Customers 102\u003cbr\u003eEnhancing Your Customers’Perceived Control 106\u003cbr\u003eDevise Mistake-Proof Processes 111\u003cbr\u003eManage Server Behavior 112\u003cbr\u003eSway with Social Proofing 113\u003cbr\u003eConclusion 114\u003cbr\u003eCHAPTER 5\u003cbr\u003eSEQUENCING THE EXPERIENCE 117\u003cbr\u003eThe Sequence Impacts YourCustomers’ Perceptions 118\u003cbr\u003eCustomers’ Preferences for Separatingor Combining Events 125\u003cbr\u003eSequencing When There AreMultiple Encounters 126\u003cbr\u003eDesigning the Sequence 128\u003cbr\u003eSequence Theory Mattersfor Your Employees 133\u003cbr\u003ePrinciples for Sequencing the Encounter 134\u003cbr\u003eSelf Quiz: DSL Help Desk 135\u003cbr\u003eCHAPTER 6\u003cbr\u003eTIME WARP: DURATION MANAGEMENT 139\u003cbr\u003ePerception Is Everything When ItComes to Time 140\u003cbr\u003eTemporal Distortions 141\u003cbr\u003eFactors That InfluenceDuration Judgments 146\u003cbr\u003eThe Value of Time 147\u003cbr\u003eFactors That Alter Your Customers’Valuation of Time 147\u003cbr\u003ePacing and Cultural Intelligence 149\u003cbr\u003eReducing Your Customers’ PerceivedDuration of the Wait 150\u003cbr\u003eBuild Your Customers’ Anticipationfor Positive Outcomes 162\u003cbr\u003eEnhance Value-Added Activities 164\u003cbr\u003eConclusion 167\u003cbr\u003eCHAPTER 7\u003cbr\u003eATTRIBUTION: ENSURING THAT YOUGET YOUR DUE 169\u003cbr\u003eSubjective Perceptions 170\u003cbr\u003eDo Your Customers Recognize a Successor a Failure? 172\u003cbr\u003eHow Your Customers May Discern the Cause 173\u003cbr\u003eWhen Memory Plays Attribution Tricks 177\u003cbr\u003eHow Your Customers May AssignResponsibility 179\u003cbr\u003eFeeling the Hurt 182\u003cbr\u003eChanneling Your Customers’ Attribution 184\u003cbr\u003ePrinciples for Managing Attribution 191\u003cbr\u003eCHAPTER 8\u003cbr\u003ePUTTING THE CONCEPTS TO WORK 193\u003cbr\u003eIdentify the RelevantPsychological Factors 195\u003cbr\u003eDevelop Service ExperienceImprovement Projects 199\u003cbr\u003eProject Examples 202\u003cbr\u003eThink in Terms of Three Ts and Four Ps 206\u003cbr\u003eETCs for Employees 207\u003cbr\u003eENDNOTES 211\u003cbr\u003eINDEX 217\u003c\/p\u003e","brand":"McGraw-Hill Education - Europe","offers":[{"title":"Default Title","offer_id":48732179398999,"sku":"9780071809931","price":25.59,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780071809931.jpg?v=1719995856","url":"https:\/\/bookcurl.com\/products\/the-customer-service-solution-managing-emotions-trust-and-control-to-win-your-customeras-business-9780071809931","provider":"Book Curl","version":"1.0","type":"link"}