Customer Service: Career Success through Customer Satisfaction (NetEffect Series) (2nd Edition) - Softcover

Timm, Paul R.

9780130859594: Customer Service: Career Success through Customer Satisfaction (NetEffect Series) (2nd Edition)

Softcover

ISBN 10: 0130859591 ISBN 13: 9780130859594

Publisher: Pearson College Div, 2001

This practical, real-world book presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the author's broad consulting experience. Includes information on making optimum use of the Internet as a customer service professional. A clear, usable process is employed for developing the skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process helps the reader develop: a heightened awareness of challenges and opportunities; tools for dealing with unhappy customers, using the power of customer expectations and creating loyalty; the ability to lead, expand, and empower the service process. For professionals in customer service and sales fields.

"synopsis" may belong to another edition of this title.

From the Inside Flap:

Preface

I wrote this book in response to a need for a different approach to learning .tie skills needed to succeed in the challenging arena of customer service.

The other customer service books displayed in bookstores everywhere typically take one of two forms: They either tell the story of one company's efforts at boosting service quality, or they reveal a series of tips and ideas. These are fine as far as they go. I have written several such books myself. And books like this can have value so long as the reader effectively translates the ideas into application for his or her organization. But these books seldom show how to apply these diverse ideas to your organization.

The few textbooks available in customer service tend to offer over-simplified suggestions on how to phrase conversations, how to smile and polite with customers, and the like. Their simplicity defies the real world sere real people don't speak from scripts and real human relationships e complex and ever-changing.

This book takes a different approach. It ties together the best information from bookstore trade books and school textbooks—and then adds more. In this book you will find a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process includes developing

a heightened awareness of the challenges and opportunities, the tools for dealing with unhappy customers by using the power of customer expectations and by creating loyalty, the ability to lead, expand, and empower the service process, specific skills for professional success, and a clear understanding of the future directions of customer service.

Perhaps no arena offers as much opportunity for organizational and professional success as customer service. It lies at the heart of any organization's reason to exist. The companies that do it well experience enormous profitability, marketplace acceptance, and genuine satisfaction among their employees.

Apply Customer Service and enjoy the rewards of professional excellence. Then, let me know how you applied the ideas. I can be reached at email: DrTimm@AOL. ACKNOWLEDGMENTS

The author and editor would like to thank the following commentators for their expert reviews: Garland Keesling, Towson State University; Shek True, Fort Lewis College.

Paul R. Timm, Ph.D.
March 2000

From the Back Cover:

CUSTOMER SERVICE: CAREER SUCCESS THROUGH CUSTOMER SATISFACTION offers comprehensive skills-based training in developing positive attitudes.