Practical Handbook of CUSTOMER SERVICE OPERATIONS

Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.

Inhalt

1. Customer Service Is . . ..- 2. What Is a Customer?.- 3. The Customer Service Mission.- 4. The Customer Service Department: Organization and Responsibilities.- 5. What's Expected of the Customer Service Department.- 6. The Customer Service Cycle.- 7. Identifying Customer Service Failures.- 8. Customer Service as Profit Center.- 9. Productivity and Capacity Utilization.- 10. Setting Standards and Measuring Performance.- 11. Customer Service Research.- 12. Customer Service Costs.- 13. Profit Leaks . . . and Profit Contributions.- 14. The Five Most Common Error Sourcesand What to Do About Them.- 15. Converting Good Will into Profit.- 16. Improving the Customer Service Department's Public Relations.- 17. Dealing with Sensitive Issues in Customer Service.- 18. Realistic Personnel Policies for the Customer Service Department.- 19. Improving Employee Morale and Motivation.- 20. Customer Communications: Telephone Systems and Procedures.- 21. Communications: Inside Selling and Telemarketing.- 22. Communications: The Written (and Printed) Word.- 23. The How and Why of Setting Complaint Policies.- 24. Organizing the Complaint System Proactively.- 25. Training Personnel in Effective Complaint Handling.- Appendix A..- Professional Organizations for Distribution Customer Service Managers.- Appendix B..- Typical Job Descriptions for Customer Service Positions.- Appendix C..- How to Determine the Number of Telephone Lines Needed to Provide Customer Service.- Appendix D..- 1984 Survey on Claims and Returns.- Appendix E..- An Approach to Measuring Group Performance in the Customer Service Department.- Appendix F..