Test bank for Customer Service 6th edition 013274239x

This is completed downloadable of Test bank for Customer Service 6th edition 013274239x

Product Details:

• ISBN-10 ‏ : ‎ 013274239X
• ISBN-13 ‏ : ‎ 978-0132742399
• Author:   Elaine Harris

The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

 

Table of Content:

1. CHAPTER 1 What Is Customer Service?
2. Customer Service Is Important!
3. What Is Customer Service?
4. Examples of Customer Service
5. Understanding of Satisfaction
6. Why Is Excellent Customer Service So Rare?
7. Five Needs of Every Customer
8. External and Internal Customers
9. Customer Attributes
10. Cost of Losing a Customer
11. CHAPTER 2 The Challenges of Customer Service
12. Elements of Success
13. Barriers to Excellent Customer Service
14. Power of Perceptions
15. Understanding Expectations
16. Levels of Expectations
17. Scope of Influence
18. Reputation Management
19. Techniques for Exceeding Customers’ Expectations
20. Keys to Credibility
21. Importance of Values
22. Ethics in Customer Service
23. Current Status of Customer Service
24. New Trends in Customer Service
25. CHAPTER 3 Problem Solving
26. Role of Problem Solving in Customer Service
27. Creativity and Problem Solving
28. Problems as Opportunities
29. Confronting Conflict
30. Problem-Solving Process
31. Problem-Solving Strategies
32. Brainstorming
33. Diagramming
34. Developing Negotiation Skills
35. Professional Approaches to Apologizing and Conveying Bad News
36. Barriers to Problem Solving and Decision Making
37. Importance of Follow-Up in Problem Solving
38. CHAPTER 4 Strategy for Formulating a Plan for Success
39. Why a Strategy?
40. Planning
41. Importance of Infrastructure
42. Culture
43. Examples of Culture in Specific Industries
44. High-Touch and Low-Touch Customers
45. Examples of High Touch
46. Examples of Low Touch
47. Consumption Behavior
48. Segmentation of Your Market
49. Sample Customer Service Segments
50. Development of a Strategy
51. CHAPTER 5 Empowerment
52. What Is Empowerment?
53. Importance of a Mission and Purpose Statement
54. Empowerment = Opportunity
55. Examples of Empowerment
56. Steps to Empowering Customer Service Providers
57. Coproduction of Customer Service
58. Examples of Coproduction
59. Why Coproduction Works
60. Design of Systems
61. Guidelines for System Design
62. CHAPTER 6 Communications in Customer Service
63. What Is Communication?
64. Building Customer Intelligence
65. Methods of Communication
66. Listening
67. Voice Inflection as a Customer Service Tool
68. Telephones and Customer Service
69. Words to Use/Words to Avoid
70. Power Phrases
71. Power of Eye Contact
72. Appeal to the Senses in Communication
73. Communication and Technology
74. Internet
75. Electronic Mail
76. Automated Phone Systems
77. Voice Mail
78. Fax Machines
79. Texting
80. CHAPTER 7 Coping with Challenging Customers
81. Who Are Challenging Customers?
82. Why Are Customers Challenging?
83. Are You Creating Challenging Customers?
84. Five Tips to Keep from Creating Challenging Customers
85. Characteristics of Challenging Customers
86. Respect: A Classic Idea that Still Works!
87. Understanding the Positive Power of Empathy
88. Responsibility Check
89. What to Do When You Are Wrong
90. Six Super Ways to Cope with Challenging Customers
91. Payoffs of Coping with Challenging Customers
92. CHAPTER 8 Motivation
93. What Is Motivation?
94. Needs and Wants
95. Motivating Factors
96. Understanding of Morale
97. Self-Concept and Motivation
98. Methods of Improving Self-Concept
99. Ten Tips for Improving Self-Concept
100. Power of Self-Motivation
101. Teamwork
102. Methods of Saying Thank You and Motivating Others
103. CHAPTER 9 Leadership in Customer Service
104. Leadership Defined
105. Know Thyself
106. Formal and Informal Leaders
107. Coach or Counselor
108. Characteristics of Excellent Leaders
109. Leadership and Goals
110. Creation of a Customer Service Culture
111. Benefits of Job Aids
112. Leadership without Position
113. Your Boss Is Your Customer Too!
114. CHAPTER 10 Customer Retention and Measurement of Satisfaction
115. What Is Customer Retention?
116. Value of Existing Customers
117. Understanding Churn
118. How to Tell If You Need to Improve Your Customer-Retention Programs
119. Development of a Customer-Retention Program
120. Measurement of Satisfaction
121. Sources of Information
122. Benefits of Measuring Your Effectiveness
123. Tips for Realistically Determining Your Effectiveness
124. Why Surveys Do Not Always Reflect Reality
125. Ideas for Evaluating Your Own Performance
126. What Measurement of Satisfaction Means to Your Business
127. CHAPTER 11 Technology and Customer Service
128. Today’s Changing Marketplace
129. Understanding the Customer of the Twenty-First Century
130. Embracing New Technologies
131. Call Centers
132. Customer Service Over the Internet
133. Enhancing Service Experiences and Building Customer Loyalty
134. CHAPTER 12 Excellence in Customer Service
135. Excellence Is the Goal
136. What’s Happening in the “Real World”?
137. Getting Started
138. Rewards of Providing Excellent Customer Service
139. Glossary