Book Summary

Book: Happy About Customer Service?: Creating a Culture of Customer Service Excellence

Table of Contents

CHAPTER 1
USING THIS BOOK TO CREATE A CULTURE OF CUSTOMER SERVICE EXCELLENCE

CHAPTER 2
START WITH YOUR CUSTOMERS IN MIND & BE A CUSTOMER YOURSELF

• Establishing A Customer Oriented Service Culture: Starting with Our Customers in Mind
• Consistently Lead Customer Respect from the Top
• Insist on the Best--and Be Prepared to Pay For It
• Our Customers Know What They Want--So Let’s Make Sure that We Do Too
• Measure, Monitor & Measure Again
• Catch and Reward
• Mind Your Language!
• Role Playing--Overt & Covert
• Communicate, Communicate, Communicate
• Do Little Things Early--Rather than Big Things Late

CHAPTER 3
YOUR CUSTOMER FAMILY

• Your Customer Family Tree
• Strangers
• Acquaintances
• Friends
• Family
• Blindy Proud Grandparents--How Fantastic Are They?
• Nurturing Your Customer Family Tree
• Assisting Evolution
• Strangers to Acquaintances
• Acquaintances to Friends
• Friends to Family
• Family to Blindly Proud Grandparents

CHAPTER 4
IN THE BEGINNING
What is a Customer?

• Who are Your Customers?
• In-coming Customers
• In-ternal Customers
• In-verse Customers
• In-terpersonal Customers
• (The) In-You Customer
• What Is Customer Service?

CHAPTER 5
WHY CUSTOMER SATISFACTION ISN’T ENOUGH?

• 99% Customer Satisfaction--Not Bad?
• The 3 Customer Service Prompts
• Prompt 1 - What do they want?
• Prompt 2 - What do I want?
• Prompt 3 - How do I help both of us ENJOY getting there?

CHAPTER 6
CUSTOMER SERVICE EXCELLENCE – A PIECE OF CAKE
The Basic Ingredients

• Adding the Individual Icing

CHAPTER 7
MIND YOUR LANGUAGE!

• Positive Words
• Emotives
• Redundant Negators and Correctives
• Welcoming Language
• Offer That Extra Chance to Ask a Question
• “Can Do” Phrases
• Smile
• Make a Promise and Keep it
• Recognize the “Proper Nouns
• The “I4U” Phrases
• Can I help you by ….. ?
• Body Language
• Be Real

EPILOGUE CUSTOMER SERVICE EXCELLENCE --IT’S UP TO YOU!

Parting Wise Words