Summary of Monitoring, Measuring and Managing Customer Service
Your customer service representatives may not like being told to follow a set routine or being evaluated at every step of every conversation, but they will learn to appreciate this system’s precision, and your pampered customers will love it from “Hello.”
If you’re waiting for the perfect employee to walk through your door and turn around your ailing customer service function, forget it. Take a more realistic approach and implement the system presented by Gary S. Goodman, which enables average employees to provide superior customer service. Simply put, your employees can learn the series of simple tasks that combine to form a positive customer experience, and you can monitor, measure and manage this process. With this book, your employees can learn the skills they need to provide excellent customer service, from their calling routine, to the way they speak, explain your company and address customer queries. With a little practice, and a willingness to follow Goodman’s prescribed - although genuinely service-oriented - regimens, each of your employees can become a customer-service expert. getabstract.com recommends this book to anyone interested in implementing customer-focused service, which turns out to be a lot more tangible than you might have guessed.
In this summary, you will learn
- Which 10 behaviors make up superior customer service;
- Why your customer service representatives should chorus a unified company message; and
- How to measure and evaluate the results of your customer service effort.
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