Making Customer Service Happen: A Simple and Effective Guide to Achieving Customer Satisfaction While Reducing Your Costs (Paperback)  | Released: 01 Oct 2001

What do you think about when you hear the words ?customer service?? Perhaps you picture a smiling face behind a counter or an operator taking an order on the phone. If this is your image of service then you are right, but you are also wrong. These are all examples of customer interactions, which is only a small part of customer service. True customer service begins before the customer approaches your business and persists after they leave-get it right and the effect on your bottom line can be amazing. Making Customer Service Happen shows you how to operate your business so that you can deliver what your customers want while spending less and boosting profits. Find out how to conduct powerful research so you can focus your activities, how to pick the right level of service so that you spend exactly the right amount, how to select and manage your people so that they meet your customers? needs, how to create service processes that deliver results, and how to measure performance so that you achieve customer satisfaction and loyalty. Making Customer Service Happen gives you the tools, techniques, checklists, examples and ideas you need to truly make customer service happen. Making it Happen books provide you with the inspiration, ideas and tools to generate positive change. The books in this series are written with a practical focus so that you can learn about the theory, advantages and pitfalls of the subject matter in order to create an action plan that is right for your workplace. About Author: ?? Chapter 1 Understanding customers ? Chapter 2 The service strategy ? Chapter 3 Delivering service ? Chapter 4 Service processes and infrastructure ? Chapter 5 Customer satisfaction and loyalty ? Chapter 6 Worksheets ? Index About the AuthorsNevielle Lake is a registered psychologist who has spent the past 17 years as a business and strategic consultant. He has visited over 50 of the world?s? best organisations to discover their secrets to delivering outstanding service, and helps clients to develop winning customer service strategies. Kristin Hickey spent five years lecturing in customer service and now works with high profile clients to design and implement customer service programs that deliver outstanding results.