Customer Service Skills for Success, 8th Edition
- Length: 568 pages
- Edition: 8
- Language: English
- Publisher: McGraw Hill
- Publication Date: 2022-04-20
- ISBN-10: 1265037531
- ISBN-13: 9781265037536
- Sales Rank: #661728 (See Top 100 Books)
Lucas’ top-selling and award-winning Customer Service 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, and 3) Building and Maintaining Relationships, and Retaining Customers. Throughout the text, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations.
Customer Service 8e addresses many market changes such as the impact of the COVID-19 pandemic, working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon, Target, American Express and Chipotle. Students will practice putting concepts into action through our integration digital learning platform, Connect. Connect provides revised case analyses that challenge students to apply what they’ve learned to real-world scenarios featuring companies such as Zappos, Ben & Jerry’s, and Southwest Airlines. Additionally, Connect has role-playing application-based activities to help students demonstrate understanding of the key elements that will make customer interactions more successful and revised Language Toolkits geared toward helping students develop an understanding of key terms.
Cover Title Page Copyright Page Personal Biography Brief Contents Contents Preface Acknowledgments PART ONE THE PROFESSION 1 The World of Customer Service In the Real World: (Retail)—Amazon.com Inc. LO 1-1 Defining Customer Service The Concept of Customer Service Post–World War II Service in the United States The Shift to Modern-Day Service LO 1-2 Changes in the Service Sector Impact of the Economy LO 1-3 Societal Factors Affecting Customer Service Covid-19 Worldwide Pandemic Shifts in Consumer Needs, Wants, and Expectations Global Economic Shifts Shifts in the Population and Labor Force Increased Efficiency in Technology Deregulation of Many Industries Geopolitical Changes Changing Personal and Societal Values More Women Entering the Workforce A More Racially and Ethnically Diverse Population Entering the Workforce More Older Workers Entering or Remaining in the Workforce Growth of E-commerce LO 1-4 Consumer Behavior Shifts Expectation of Quality Service Enhanced Consumer Awareness and Preparation LO 1-5 The Service Environment Components of a Service Environment The Customer Organizational Culture Human Resources Products and Services Delivery Systems Quality Service LO 1-6 Addressing the Changes Small Business Perspective 2 Contributing to the Service Culture In the Real World: (Retail)—Target LO 2-1 Defining a Service Culture Service Philosophy or Mission Employee Roles and Expectations Policies and Procedures Products and Services Motivators and Rewards Management Support Employee Empowerment Training LO 2-2 Establishing a Service Strategy LO 2-3 Customer-Friendly Systems Service System Components Service Delivery Systems Tools for Service Measurement LO 2-4 Eleven Strategies for Developing and Promoting a Positive Service Culture LO 2-5 Separating Average from Excellent Companies LO 2-6 What Customers Want Small Business Perspective PART TWO SKILLS FOR SUCCESS 3 Verbal Communication Skills In the Real World: (Insurance)—GEICO Insurance LO 3-1 The Importance of Effective Communication LO 3-2 Ensuring Two-Way Communication Interpersonal Communication Model LO 3-3 Communicating Positively Prepare for Customer Interactions Let Customers Know Their Importance Address Customer Expectations Positively Nurture a Continuing Relationship LO 3-4 Providing Feedback Effectively Verbal Feedback Nonverbal Feedback LO 3-5 Avoiding Negative Communication LO 3-6 Dealing Assertively with Customers LO 3-7 Assertive versus Aggressive Service Assertive Behavior Sustains Customer Relationships Aggression Involves Hostile or Offensive Behavior Aggressive Behavior Can Lead to Relationship Failure Small Business Perspective 4 Nonverbal Communication Skills In the Real World: (Financial Services)—American Express LO 4-1 What Is Nonverbal Communication? LO 4-2 The Scope of Nonverbal Behavior Body Language Vocal Cues Appearance and Grooming Spatial Cues Environmental Cues Miscellaneous Communication Cues LO 4-3 The Role of Gender in Nonverbal Communication LO 4-4 The Impact of Culture on Nonverbal Communication LO 4-5 Negative Nonverbal Behaviors Unprofessional Handshake Fidgeting Pointing a Finger or Other Object Raising an Eyebrow Peering over Top of Eyeglasses Crossing Arms or Putting Hands on Hips Holding Hands Near Mouth LO 4-6 Strategies for Improving Nonverbal Communication Seek Out Nonverbal Cues Confirm Your Perceptions Seek Clarifying Feedback Analyze Your Interpretations of Nonverbal Cues LO 4-7 Customer-Focused Behavior Small Business Perspective 5 Listening to the Customer In the Real World: (Equipment Manufacturing)—John Deere LO 5-1 Why Is Listening So Important? LO 5-2 What Is Listening? Hearing and Receiving the Message Attending Comprehending or Assigning Meaning Responding LO 5-3 Characteristics of a Good Listener LO 5-4 Causes of Listening Breakdown Personal Obstacles Listening Skill Level External Obstacles Additional Obstacles to Effective Listening LO 5-5 Strategies for Improved Listening Stop Talking! Prepare Yourself Listen Actively Show a Willingness to Listen Show Empathy Listen for Concepts Listen Openly Send Positive Nonverbal Cues Do Not Argue Take Notes, If Necessary LO 5-6 Information-Gathering Techniques Open-Ended Questions Closed-Ended Questions LO 5-7 Additional Question Guidelines Avoid Criticism Ask Only Positively Phrased Questions Ask Direct Questions Ask Customers How You Can Better Serve Small Business Perspective PART THREE BUILDING AND MAINTAINING RELATIONSHIPS 6 Customer Service and Behavior In the Real World: (Supermarket) —ALDI LO 6-1 What Are Behavioral Styles? LO 6-2 Identifying Behavioral Styles R: Rational I: Inquisitive D: Decisive E: Expressive LO 6-3 Communicating with Each Style LO 6-4 Building Stronger Relationships Discover Customer Needs Communicate Positively Seek Opportunities for Service Focus on Process Improvement Make Customers Feel Special Be Culturally Aware Know Your Products and Services LO 6-5 Dealing with Perceptions Perceptions and Stereotypes Small Business Perspective 7 Service Breakdowns and Recovery In the Real World: (Retail/Manufacturing)—Coca-Cola LO 7-1 What Is a Service Breakdown? LO 7-2 Working with Internal Customers (Coworkers) Stay Connected Meet All Commitments Do Not Sit On Your Emotions Build a Professional Reputation Adopt a Good-Neighbor Policy LO 7-3 The Role of Behavioral Style LO 7-4 Difficult Customers Demanding or Domineering Customers Indecisive Customers Dissatisfied and Angry Customers Rude or Inconsiderate Customers Talkative Customers LO 7-5 Handling Emotions with the Emotion-Reducing Model LO 7-6 Reasons for Customer Defection LO 7-7 Strategies for Preventing Dissatisfaction and Problem Solving Make Positive Initial Contact Think Like the Customer Pamper the Customer Respect the Customer Exceed Expectations Responding to Conflict Causes of Conflict Salvaging Relationships after Conflict LO 7-8 The Problem-Solving Process 1. Identify the Problem 2. Compile and Analyze the Data 3. Identify the Alternatives 4. Evaluate the Alternatives 5. Make a Decision 6. Monitor the Results LO 7-9 Implementing a Service Recovery Strategy 1. Apologize, Apologize, and Apologize Again 2. Take Immediate Action 3. Show Compassion 4. Provide Compensation 5. Conduct Follow-Up LO 7-10 Disaster Planning Initiatives in the Service Recovery Process Small Business Perspective 8 Customer Service in a Diverse World In the Real World: (Fast-Casual Restaurants)—Chipotle Mexican Grill LO 8-1 The Impact of Diversity LO 8-2 Defining Diversity LO 8-3 Customer Awareness LO 8-4 The Impact of Cultural Values Modesty Expectations of Privacy Forms of Address Respect for Elders Importance of Relationships Gender Roles Attitude toward Conflict The Concept of Time Ownership of Property LO 8-5 Providing Quality Service to Diverse Customer Groups Customers with Language Differences Customers with Disabilities Elderly Customers Younger Customers LO 8-6 Communicating with Diverse Customers Small Business Perspective 9 Customer Service via Technology In the Real World: (Technology)—Zoom Video Communications, Inc. LO 9-1 The Role of Technology in Customer Service LO 9-2 The Customer Contact/Call Center or Help Desk Call Center Technology Traditional Call Center Technology LO 9-3 Tapping Into Web-Based and Mobile Technologies Websites Social Media Advantages and Disadvantages of Technology LO 9-4 Technology Etiquette and Strategies E-mail Facsimile LO 9-5 The Telephone in Customer Service Communication Skills for Success Tips for Creating a Positive Telephone Image Effective Telephone Usage Voice Mail and Answering Machines or Services Taking Messages Professionally General Advice for Communicating by Telephone Small Business Perspective PART FOUR RETAINING CUSTOMERS 10 Encouraging Customer Loyalty In the Real World: (Wholesale)—Costco LO 10-1 Customer Brand Loyalty LO 10-2 The Role of Trust Communicate Effectively and Convincingly Display Caring and Concern Be Fair Admit Errors or Lack of Knowledge Trust Your Customers Keep Your Word Provide Peace of Mind Be Responsible for Your Customer Relationships Personalize Your Approach Keep an Open Mind Individualize Service Show Respect Elicit Customer Input LO 10-3 The Importance of Customer Relationship Management Benefits of Customer Relationship Management LO 10-4 The Role of Channel Partner Relationships in Customer Loyalty Three Types of Channel Partners LO 10-5 Provider Characteristics Affecting Customer Loyalty Responsiveness Adaptability Communication Skills Decisiveness Enthusiasm Ethical Behavior Initiative Knowledge Perceptiveness Planning Ability Problem-Solving Ability Professionalism LO 10-6 Making the Customer Number One Establish Rapport Identify and Satisfy Customer Needs Quickly Exceed Expectations Follow Up LO 10-7 Enhancing Customer Satisfaction as a Strategy for Retaining Customers Pay Attention Deal With One Customer at a Time Know Your Customers Give Customers Special Treatment Service Each Customer Adequately Do the Unexpected Handle Complaints Effectively Sell Benefits, Not Features Know Your Competition Cost of Dissatisfied Customers LO 10-8 Strive for Quality Small Business Perspective Glossary Index
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