Page 186 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Index 165

documentation, of service breakdowns, FedEx, 66
33–34 feedback

drive-up windows, 61 checking your own company, 62
DYPII (‘‘Did You Plug It In?’’) ques- from in-depth surveys, 75–78
from in-house surveys, 75
tions, 30, 37, 38 online, 116–118
responding to negative, 77
efficiency from secret shoppers, 78
in Lean Manufacturing, 66–70, 72 follow-up
value maintenance and, 70–73 immediate, 32
internal, 32–33
electronic surveys, 50 after service recovery, 31, 32–33
email wrap-up, 33
forecasted actual production, in manu-
human touch in, 25, 122
language engineering, 24–25 facturing, 101–102
live chat, 24, 58, 122, 140 forgiveness, after service breakdowns,
mass electronic messages, 24, 25,
28–29
122–124 Frequently Asked Questions (FAQs),
urgent email button, 122, 140
emotional attachments, 71–72 119
empathy
of employees, 86 Godin, Seth, 2, 56–57, 124
in handling service breakdowns, 40 good-byes, 141–144
employees, 84–100
as brand ambassadors, 93–94 as key customer moment, 18–19,
daily check-in standup meeting, 131

98–100 long-lasting, 141
hiring standards for, 88–89 personalizing, 141
key traits, 84–88 problems, 142–144
leadership by, 106–107 resonant, 141
moods of, 102–103 subcontracting, 142–143
orientation process, 90–98 telephone, 135
participation in hiring process, 94 Google, 139
selection discipline for, 89–90 Google Adwords, 140
total customer service empower- Google Alerts, 117
greetings, 131–140
ment, 40–41 customers with disabilities and,
underlying purpose of, 91–92
error-tolerant design, 67 135–138
evangelists, 118–119 human greeters and, 132–133,
excuses, 34
expectations of customers, resetting, 12 138–139
eye contact, 96–97 importance of, 132–135
Internet, 139–140
FAQs (Frequently Asked Questions), as key customer moment, 18–19,
119
131
Farmer, Tom, 116 as level of service indicators,

133–134