Page 185 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

164 Index

Bezos, Jeff, 22 Courtroom Method of service recov-
Bose, 17 ery, 27
brand ambassador process, 93–94
Branson, Richard, 117 crucial emotional moments, see good-
breakdowns in service, see service re- byes; greetings; service recovery

covery cultural differences, 19
Bryson, Bill, 60 Cultural Intelligence (Peterson), 19
BVLGARI, 2 customer loyalty

Caliper system, 89 costs of, 108–110
Cambridge, Chris, 132 developing, 1–2, see also anticipatory
Capella Hotels and Resorts, 2, 21, 41,
customer service
145–146, 155–157 human touch and, 23–24, 25, 117,
captchas, 136–137
caring service delivery, 9–11, 53–54, 99 120–124, 126–130
Carnegie, Dale, 53 impact of, 2–3
CARQUEST, 146, 153–154 importance of, 1
CD Baby, 123–124 lifetime value of loyal customer, 35–
coercion, avoiding, 17–18
Coldren, Jay, 143 36, 41
collaboration, with customer after ser- nature of, 7–8
online, 115–130
vice breakdown, 31 pricing and, 112–114
comment cards, 50 survey proxies for, 76–77
commoditization process, 2, 119 write-offs versus, 43–44
compensation, for service recovery, customer rankings, 126
customer satisfaction elements, 7–13
34 –36 caring delivery, 9–11, 53–54, 99
complaints perfect product, 8–9, 125–127
problem resolution, 12–13
handling customer, 39–43 timeliness, 11–12, 104–105
suggestions of customers, 31, 35 customers with disabilities, 135–138
total customer service empower- auditory, 136, 137
Internet access, 122, 136–137
ment, 40–41 physical access, 135–136, 137–138
compliant service, 133 visual, 122, 136–138
conscientiousness, 88 cynicism, 103–104
consistency
daily check-in, 98–100
of language, 15 Damrosch, Phoebe, 21
see also standards dashboard concept, 78–79
Continuous Improvement Systems, Day One orientation, 91–94
defect reduction metrics, 69
62–64, 69 defect search process, 62–65
Costco, 112 deposition, of service breakdowns,
costs
33–34
computer-driven modeling of, 128 disabilities, see customers with disabili-
of customer loyalty, 108–110
Coulton, Jonathan, 124 ties