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Index
Praise
Title Page
Copyright Page
Dedication
Introduction
WHERE DID THESE PRINCIPLES COME FROM?
CHAPTER ONE - CHALLENGE CUSTOMER DEMAND FOR SERVICE
THE PROBLEM WITH CUSTOMER SERVICE TODAY
WHY IS SERVICE BROKEN?
HOW DO WE FIX SERVICE?
EXAMPLES OF GETTING IT RIGHT
POSSIBLE OBJECTIONS TO THE PRINCIPLES
WHY SERVICE MATTERS
BEST SERVICE
CHAPTER TWO - ELIMINATE DUMB CONTACTS
THE PRINCIPLE
EXAMPLES OUTSIDE CUSTOMER SERVICE
BAD CASES
GOOD CASES
THE FRAMEWORK
SUMMARY
CHAPTER THREE - CREATE ENGAGING SELF-SERVICE
THE PRINCIPLE
EXAMPLES OUTSIDE CUSTOMER SERVICE
BAD CASES
GOOD CASES
THE FRAMEWORK
SUMMARY
CHAPTER FOUR - BE PROACTIVE
THE PRINCIPLE
EXAMPLES OUTSIDE CUSTOMER SERVICE
BAD CASES
GOOD CASES
THE FRAMEWORK
SUMMARY
CHAPTER FIVE - MAKE IT REALLY EASY TO CONTACT YOUR COMPANY
THE PRINCIPLE
EXAMPLES OUTSIDE CUSTOMER SERVICE
BAD CASES
GOOD CASES
THE FRAMEWORK
SUMMARY
CHAPTER SIX - OWN THE ACTIONS ACROSS THE ORGANIZATION
THE PRINCIPLE
EXAMPLES OUTSIDE CUSTOMER SERVICE
BAD CASES
GOOD CASES
THE FRAMEWORK
SUMMARY
CHAPTER SEVEN - LISTEN AND ACT
THE PRINCIPLE
EXAMPLES OUTSIDE CUSTOMER SERVICE
BAD CASES
GOOD CASES
THE FRAMEWORK
SUMMARY
CHAPTER EIGHT - DELIVER GREAT SERVICE EXPERIENCES
THE PRINCIPLE
IT WORKS AND IT’S WORTH IT
ROADBLOCK REMOVAL
AWESOME SERVICE DELIVERY
IN CONCLUSION—OLD PRACTICES MUST GO
APPENDIX A: BEST SERVICE SURVEY
APPENDIX B: GLOSSARY
APPENDIX C: BIBLIOGRAPHY
NOTES
Acknowledgments
ABOUT THE AUTHORS
INDEX
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