Page 184 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
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Index
access for customers with disabilities thinking like a customer, 59–62
auditory, 136, 137 training employees to anticipate,
physical, 135–136, 137–138
visual, 122, 136–138 94–95
apologizing
advertising, on the Internet, 128, 140
alignment, of leaders, 103 fake apologies, 29
alt tags, 122, 137 after service breakdowns, 28–29
Amazon.com, 11, 22, 125–127 slowing down apologies, 29
Anderson, Chris, 115 aptitudes, 84–88
anticipatory customer service, 5–6, 59– Atchison, Shane, 116
attitude
83, 133–134 pessimistic, 87, 103–104
benchmarking in, 67–68 positive, 86–87, 103–104
dashboard concept in, 78–79 attitudes, in orientation process, 90–91
efficient processes in, 68–70, 72 auditory impairments, customer access
emotional attachments in, 71–72
information about customer experi- and, 136, 137
automated links, 25
ence, 75–79 automated mass mailings, 24, 25,
Internet and, 73–78
Lean Manufacturing methodology, 72 122–124
looking for defects/defective situa-
banner advertising, 140
tions, 62–65 behavior-shaping constraints, 67
process-based solutions, 79–83 beliefs, in orientation process, 90–91
protective customer bubble and, 54, benchmarking
96, 97–98 in anticipation of customer service,
reactive customer service versus, 4–5 67–68
reducing waste to add value, 66–68
repetition strategy, 125–127 in manufacturing-based systems,
66–68
personnel, 89–90
163
