Page 187 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
P. 187
166 Index
greetings (continued) creating online informational pres-
negative impressions from, 134–135 ence, 127–130
problems, 142–144
receptionist and, 138–139 customers with disabilities, 122,
recognition in, 134 136–137
repeat visits and, 134
in service process, 96–97 email language, 24–25
subcontracting, 142–143 evangelists and, 118–119
telephone, 135 greetings, 139–140
timing of, 134–135 human touch and, 23–24, 25, 117,
website, 127–130
120–124, 126–130
handoff minimization, 64–65 individualization and, 119
handoffs live chat, 24, 58, 122, 140
long copy/short copy, 119–120
reassigned problems, 32 mass electronic messages, 24, 25,
reducing, in quality programs, 64–65
Hartsfield-Jackson International Air- 122–124
online commerce, 70
port (Atlanta), 9–11 permission marketing and, 56–57,
hearing impairments, customer access
124 –125
and, 136, 137 preference-tracking systems on, 57–
Heil, Gary, 47
hiring process, 88–90 58, 70
pros and cons of, 115–118
employee participation in, 94 requests for information, 23
interviews in, 89–90 Web interface, 120–124
standards for, 88–89 interviews, in hiring process, 89–90
Homer, 132 Italian Mama method of service recov-
ery, 26–27
identity theft, 55–56 Keller, Thomas, 21
immediate follow-up, 32 kindness, of employees, 85–86
impatience rule, 11–12 Krick, Beth, 134
in-depth surveys, 75–78
industry-wide standards, 111 language engineering, 14–25
information requests, 23, 122 consistency, 15
in-house surveys, 75 cultural differences, 19
Inn at Little Washington, The, 52–53 Internet use, 23–25
insults, avoiding, 17 for key customer moments, 18–19
internal follow-up, 32–33 language handbook, 15–17
Internet, 115–130 listening, 20
Negative Lexicon, 17–18
advertising on, 128, 140 nonverbal messages, 20–21, 97
anticipatory customer service and, online communications, 23–25
price in, 114
73–78 for service recovery, 30, 50–51
automated correspondence, 24, 25, showing versus telling, 21
122–124
captchas, 136–137
