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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
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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)
900190817
Available 900190817
Total holds: 0

Digitized

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

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