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Test bank for Customer Service 6th edition 013274239x

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Test bank for Customer Service 6th edition 013274239x

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Product Details:

  • ISBN-10 ‏ : ‎ 013274239X
  • ISBN-13 ‏ : ‎ 978-0132742399
  • Author:   Elaine Harris

The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

 

Table of Content:

  1. CHAPTER 1 What Is Customer Service?
  2. Customer Service Is Important!
  3. What Is Customer Service?
  4. Examples of Customer Service
  5. Understanding of Satisfaction
  6. Why Is Excellent Customer Service So Rare?
  7. Five Needs of Every Customer
  8. External and Internal Customers
  9. Customer Attributes
  10. Cost of Losing a Customer
  11. CHAPTER 2 The Challenges of Customer Service
  12. Elements of Success
  13. Barriers to Excellent Customer Service
  14. Power of Perceptions
  15. Understanding Expectations
  16. Levels of Expectations
  17. Scope of Influence
  18. Reputation Management
  19. Techniques for Exceeding Customers’ Expectations
  20. Keys to Credibility
  21. Importance of Values
  22. Ethics in Customer Service
  23. Current Status of Customer Service
  24. New Trends in Customer Service
  25. CHAPTER 3 Problem Solving
  26. Role of Problem Solving in Customer Service
  27. Creativity and Problem Solving
  28. Problems as Opportunities
  29. Confronting Conflict
  30. Problem-Solving Process
  31. Problem-Solving Strategies
  32. Brainstorming
  33. Diagramming
  34. Developing Negotiation Skills
  35. Professional Approaches to Apologizing and Conveying Bad News
  36. Barriers to Problem Solving and Decision Making
  37. Importance of Follow-Up in Problem Solving
  38. CHAPTER 4 Strategy for Formulating a Plan for Success
  39. Why a Strategy?
  40. Planning
  41. Importance of Infrastructure
  42. Culture
  43. Examples of Culture in Specific Industries
  44. High-Touch and Low-Touch Customers
  45. Examples of High Touch
  46. Examples of Low Touch
  47. Consumption Behavior
  48. Segmentation of Your Market
  49. Sample Customer Service Segments
  50. Development of a Strategy
  51. CHAPTER 5 Empowerment
  52. What Is Empowerment?
  53. Importance of a Mission and Purpose Statement
  54. Empowerment = Opportunity
  55. Examples of Empowerment
  56. Steps to Empowering Customer Service Providers
  57. Coproduction of Customer Service
  58. Examples of Coproduction
  59. Why Coproduction Works
  60. Design of Systems
  61. Guidelines for System Design
  62. CHAPTER 6 Communications in Customer Service
  63. What Is Communication?
  64. Building Customer Intelligence
  65. Methods of Communication
  66. Listening
  67. Voice Inflection as a Customer Service Tool
  68. Telephones and Customer Service
  69. Words to Use/Words to Avoid
  70. Power Phrases
  71. Power of Eye Contact
  72. Appeal to the Senses in Communication
  73. Communication and Technology
  74. Internet
  75. Electronic Mail
  76. Automated Phone Systems
  77. Voice Mail
  78. Fax Machines
  79. Texting
  80. CHAPTER 7 Coping with Challenging Customers
  81. Who Are Challenging Customers?
  82. Why Are Customers Challenging?
  83. Are You Creating Challenging Customers?
  84. Five Tips to Keep from Creating Challenging Customers
  85. Characteristics of Challenging Customers
  86. Respect: A Classic Idea that Still Works!
  87. Understanding the Positive Power of Empathy
  88. Responsibility Check
  89. What to Do When You Are Wrong
  90. Six Super Ways to Cope with Challenging Customers
  91. Payoffs of Coping with Challenging Customers
  92. CHAPTER 8 Motivation
  93. What Is Motivation?
  94. Needs and Wants
  95. Motivating Factors
  96. Understanding of Morale
  97. Self-Concept and Motivation
  98. Methods of Improving Self-Concept
  99. Ten Tips for Improving Self-Concept
  100. Power of Self-Motivation
  101. Teamwork
  102. Methods of Saying Thank You and Motivating Others
  103. CHAPTER 9 Leadership in Customer Service
  104. Leadership Defined
  105. Know Thyself
  106. Formal and Informal Leaders
  107. Coach or Counselor
  108. Characteristics of Excellent Leaders
  109. Leadership and Goals
  110. Creation of a Customer Service Culture
  111. Benefits of Job Aids
  112. Leadership without Position
  113. Your Boss Is Your Customer Too!
  114. CHAPTER 10 Customer Retention and Measurement of Satisfaction
  115. What Is Customer Retention?
  116. Value of Existing Customers
  117. Understanding Churn
  118. How to Tell If You Need to Improve Your Customer-Retention Programs
  119. Development of a Customer-Retention Program
  120. Measurement of Satisfaction
  121. Sources of Information
  122. Benefits of Measuring Your Effectiveness
  123. Tips for Realistically Determining Your Effectiveness
  124. Why Surveys Do Not Always Reflect Reality
  125. Ideas for Evaluating Your Own Performance
  126. What Measurement of Satisfaction Means to Your Business
  127. CHAPTER 11 Technology and Customer Service
  128. Today’s Changing Marketplace
  129. Understanding the Customer of the Twenty-First Century
  130. Embracing New Technologies
  131. Call Centers
  132. Customer Service Over the Internet
  133. Enhancing Service Experiences and Building Customer Loyalty
  134. CHAPTER 12 Excellence in Customer Service
  135. Excellence Is the Goal
  136. What’s Happening in the “Real World”?
  137. Getting Started
  138. Rewards of Providing Excellent Customer Service
  139. Glossary

 

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