High-Tech, High-Touch Customer Service by Solomon, Micah -- Read -- Imperial Library of Trantor

Index

Cover Page Title Page Copytight Page Contents Introduction

Forearmed Is Fore warmed A Light Touch at Just the Right Time Saying Your Business Is “On the internet” Is Like Saying It’s “On the Power Grid” All You Need to Know in a Rhyming Nutshell Homeward Bound Where Tech Makes Loyalty Easier How This Book Is Organized

Part One Timeliness and Timelessness

Chapter 1 Today’s Changed Customer: Making Lovemaking Difficult

Chapter 2 The Customer Remains the Same: Everything That Isn’t New Under the Sun

Providing Value: As Easy as 1, 2 … 4 A Perfect Product or Service Delivered in a Caring, Friendly Manner In a Timely Fashion … Backed Up by an Effective Problem-Resolution Process “And Your Point Is?”

chapter 3 Timeless Customer Service Done Right—and Wrong: Mastery Versus Catastrophe

The Masterful Company A Cameo of Catastrophe: Timeless Service Done Tragically Wrong “And Your Point Is?”

Part Two High-Tech, High-Touch Anticipatory Customer Service

The Apple Store Experience From Cradle to Credit Card A Tale of Two Installs Bringing It All Back Home “Attaching” Yourself to Customers: Gmail and More “And Your Point Is?”

Chapter 5: Anticipatory Customer Service: Your Culture

The Curse of the Short-Term Focus Consciously Building a Company Culture: Why Bother? You Can’t Out-Pixar Pixar—But Here’s What You Can Do Cultural Friends with Benefits Cultural Fit, Oddballs, and When Not to Hire Positive Peer Pressure: The Double Significance of Every Hiring Decision Vendors: Partners, Not Poison Spelling Out How You Treat Customers, Vendors, and Employees How to Get Started Building Your Core The Best Time to Start? Now. Buy-in or Highwayin’ Your Core Values Are Just the Start—But They Are a Start Culture Meets the Larger World How This Plays Out in a Pinch: Southwest’s Culture Saves a Service Dog “And Your Point Is?”

Chapter 6 Anticipatory Customer Service: Your People

A Wet Dog at Petco Supernatural Selection Trial by Hire “Fit” and Its Pitfalls “And Your Point Is?”

Chapter 7 Sangria, Sippy Cups, and Jesse Ventura: Autonomy Versus Standards

Patting Down Jesse Ventura The Case for Autonomy in Customer Service Work The Need for Standards Standards and Autonomy: The Hybrid Path Pour Lion and PEPI Conveying Standards—And Maintaining Autonomy “And Your Point Is?”

Part Three: The Rise of Self-Service and Social Media—And Other Seismic Shifts

Awarding Myself the Mobile Prize Principles of Successful Self-Service “And Your Point Is?”

There’s More to Ramping Up than Putting Ramps Up: A Variety of Issues and Solutions Wynn Some “And Your Point Is?”

Chapter 10 Shoulder Your Customer’s Burden (and Make Sure You’re Not Adding to It!)

Stupid Stuff Stupid Is as … I Forget Get to Them First Where Are the Opportunities to Get to Them First? Permission to Anticipate The Specific Medium Is the Message—And Its Only Chance of Getting Through “And Your Point Is?”

Chapter 11 Anti-Social Media: Fears and Hazards of the New Landscape

Bicycle Pumps and Veterinarians Regime Change in 140 Characters Ouch: The First Time They Talk About You Nobody Uses Twitter to Tell a Friend His Fly’s Undone Social Media Is Not a Disease A Story That Almost Became a Viral Tweet “And Your Point Is?”

Chapter 12 Social Service: Principles for Social Media Customer Service

Chapter 13 Listening: Your Ears Are Your Most Important Technology

Only One Perspective That Matters Sanctuary Much: The S.M.A.R.T. Approach to the Human Force Field Using Electronic Systems to Enhance Your Listening It’s All About Listening—And It Starts by Opening Yourself to Hearing The Maytag Repairman Lets You Slap Him in the Facebook Break It to Ourselves More Gently Surveying the Landscape “And Your Point Is?”

Notes Index