Normal view MARC view

That's customer focus! The overworked and underappreciated manager's guide to creating a customer-focused organization

Author: Miller, F. Ray ; Miller, Laura E.Publisher: Booksurge, 2007.Language: EnglishDescription: 196 p. ; 27 cm.ISBN: 9781419686030Type of document: Book
Tags: No tags from this library for this title. Log in to add tags.
Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HF5415.5 .M55 2007
(Browse shelf)
Available 900190817
Total holds: 0


Table of Contents Foreword Chapter 1: That's Customer Focus That's Customer Focus Customer Focus 101 Introduction and Objectives What Service Is and Is Not Why Service is Important Why Service is Important: The Business Case Understanding Customer Expectations and Perceptions What Do Customers Expect? Customer Expectations versus Customer Needs Perception is the Customer's Reality Page # 1 Chapter 2: What is a Customer Focused Organization? lntroduction and Objectives A Customer-Focused Organization Common Characteristics of Customer Focused Organizations Exercise 1.1: How Customer-Focused Are You? Chapter 3: Creating a Shared Vision and Service Values lntroduction and Objectives A Shared Vision Defined Characteristicsof a Shared Vision Service Values Exercise 2.1 : Acting on Your Service Values Chapter 4: Service Comes from Within Introduction and Objectives Service Partnerships ..Internal Cooperation Characteristicsof Successful Internal Partnerships How to Build and Strengthen Internal Partnerships Exercise 4.1 : Who Are Your Internal Partners? Exercise 4.2: Maintaining Internal Partnerships Exercise 4.3: Strengthening lntemal Partnerships Who is Responsible? . Chapter 5: Customer-Focused Leadership Introduction and Objectives Service is a Leadership Issue Best Practices in Customer-Focused Leadership Chapter 6: Know Your Customer Introduction and Objectives Be the Customer Service SatisFactors Exercise 6.1 : Be the Customer Listening to the Voice of the Customer Conducting Formal Surveys and Interviews Designing a Survey 1 Interview Process Exercise 6.2: Gathering Customer Feedback Chapter 7: Know Your Competition Introduction and Objectives Gathering Competitive Information Exercise 7.1 : Know Your Competition Your Competitive Report Card Exercise 7:2: Your competition Report Card Page # Chapter 8: Learning from the Customer lntroduction and Objectives Moments of Truth Using Moments of Truth to Enhance Service Delivery Exercise 8.1: Identifying Your Moments of Truth What are Critical Customer Incidents? A Tail of Customer Service Exercise 8.2: Learning from the Customer Investigating a Critical Customer Incident Learning f?om Critical Customer Incidents Continuous Improvement: Hitting a Home Run Chapter 9: Training and Selection Introduction and Objectives What Are the Attributes of an Exceptional Service Provider? Assessing Current Employee Customer-Focused Attributes Training selection ' Chapter 10: Service Standards Lntroduction and Objectives The Need for Service Standards Maintenance Standards Developing Maintenance Standards Voice Mail, Phone Messages and Email Opportunity Standards Chapter 11: Pro-Active and Effective Recovery lntroduction and Objectives The Strategic Importance of Recovery Personal Recovery Strategies What to Say... What Not to Say What to Do... What Not to Do Exercise 1 1.1: How Effective are Your Recovery Efforts? Dealing with an Angry Customer Employee Assessment Forms Chapter 12: Reward and Recognition lntroduction and Objectives Critical Considerations A Model for Reward Programs The Law of Unintended Effects Chapter 13: Measuring Operational and Service Quality Introduction and Objectives ldentifying Operational Measures Examples of Operational Measures Exercise 13.1 : Your Operational and Service Quality Measures Exercise 13.2: lmprovement Readiness Assessment Summary Conclusion Critical Actions Checklist About the Authors and The Training Bank

There are no comments for this item.

Log in to your account to post a comment.
Koha 18.11 - INSEAD Catalogue
Home | Contact Us | What's Koha?