Managing Quality Customer Service : A Practical Guide for Establishing a Service Operation

TITLE -- COPYRIGHT -- ABOUT THIS BOOK -- CONTENTS -- HOW THIS BOOK IS ORGANIZED -- A GUIDE FOR THE CHANGE AGENT -- DEVELOPING A CUSTOMER-SERVICE PERSPECTIVE -- THE PERSPECTIVE REQUIRED -- THE MANAGEMENT SKILLS REQUIRED -- TWO VIEWS OF ORGANIZATION -- STAGE I UNDERSTAND YOUR CUSTOMERS -- UNDERSTAND YOUR CUSTOMERS -- STAGE ONE ADDRESSES FOUR FUNDAMENTAL QUESTIONS: -- WHAT IS YOUR SPECIFIC SERVICE NICHE? -- THE SERVICE NICHE INVENTORY -- YOUR SERVICE NICHE -- DETERMINE YOUR SERVICE NICHE -- TARGETED SERVICES -- TARGETED CUSTOMERS -- WHAT ARE THE CHARACTERISTICS OF THE SERVICES YOU PROVIDE? -- CONSIDER THESE TEN SERVICE CHARACTERISTICS: -- DEVELOP A SERVICE PROFILE -- DEVELOPING YOUR CUSTOMER PROFILE -- HOW DO YOUR CUSTOMERS SEE YOU? -- YOUR SERVICE SILHOUETTE -- ASSESSING YOUR SERVICE SILHOUETTE DETERMINERS -- REVIEW OF STAGE I -- YOUR ACTION PLAN FOR STAGE ONE -- STAGE II SET QUALITY SERVICE STANDARDS -- SET QUALITY SERVICE STANDARDS -- THE IMPORTANCE OF SETTING QUALITY SERVICE STANDARDS -- THE TWO DIMENSIONS OF QUALITY CUSTOMER SERVICE -- SEVEN STANDARD AREAS IN THE PROCEDURAL DIMENSION OF QUALITY SERVICE -- SEVEN STANDARDS AREAS IN THE PERSONAL DIMENSION OF QUALITY SERVICE -- WRITING QUALITY SERVICE STANDARDS -- WRITE YOUR OWN QUALITY SERVICE STANDARDS -- GUIDELINES FOR DEVELOPING QUALITY SERVICE STANDARDS -- PRIORITIZING YOUR QUALITY CUSTOMER SERVICE STANDARDS -- PRIORITIZING YOUR SERVICE STANDARDS: AN EXERCISE -- REVIEW OF STAGE II -- YOUR ACTION PLAN FOR STAGE II -- STAGE III BUILDING A WINNING TEAM -- BUILD A WINNING CUSTOMER-SERVICE TEAM -- STEP 1 BUILD A WINNING TEAM BY PUTTING QUALITY INTO THE DESIGN OF CUSTOMER-SERVICE JOBS -- YOUR JOB DESIGN MATRIX -- STEP 2 BUILD A WINNING TEAM BY WRITING JOB SPECIFICATIONS IN QUALITY CUSTOMER-SERVICE TERMS -- YOUR JOB SPECIFICATION MATRIX