Buch, Englisch, 192 Seiten, Format (B × H): 63 mm x 93 mm
Buch, Englisch, 192 Seiten, Format (B × H): 63 mm x 93 mm
ISBN: 978-0-8144-1538-2
Verlag: HARPERCOLLINS LEADERSHIP
Autoren/Hrsg.
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Contents Special Features xi Acknowledgments xiii Foreword by Horst Schulze xv Introduction: The Only Shop in the Marketplace 1 Chapter One: The Engineer on the Ladder: Reaching for the Highest Level of Service 4 Chapter Two: The Four Elements of Customer Satisfaction: Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process 7 Chapter Three: Language Engineering: Every. Word. Counts. 14 Chapter Four: Recovery! Turning Service Failures Around 26 Chapter Five: Keeping Track to Bring Them Back: Tracking Customer Roles, Goals, and Preferences 45 Chapter Six: Building Anticipation Into Your Products and Services: Putting Processes to Work for You 59 Chapter Seven: Your People: Selection, Orientation, Training, and Reinforcement 84 Chapter Eight: Leadership: Guiding the Customer-Centered Organization 101 Chapter Nine: What’s Worth it, and What’s Not? Pointers on Value, Costs, and Pricing 108 Chapter Ten: Building Customer Loyalty Online: Using the Internet’s Power to Serve Your Customers and Your Goals 115 Chapter Eleven: Hello/Good-Bye: Two Crucial Moments with a Appendixes 145 Appendix A: Oasis Disc Manufacturing: Customer and Phone Interaction Guidelines and Lexicon Excerpts 147 Appendix B: CARQUEST Standards of Service Excellence 153 Appendix C: Capella Hotels and Resorts ‘‘Canon Card’’: Service Standards and Operating Philosophy 155 Notes 159 Index 162