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168 Index

personality traits, 84–88                problem resolution
personalization                             in Continuous Improvement Sys-
                                               tems, 62–64, 69
   of customer interactions, 80–81, 119     in customer satisfaction, 12–13
   of good-byes, 141                        see also service recovery
   of greetings, 134
   of Internet interactions, 119         process-based solutions, 79–83
personnel benchmarking, 89–90            protective customer bubble, 54, 96,
pessimism, 87, 103–104
Peterson, Brooks, 19                           97–98
physical access, 135–136, 137–138        public relations, 116–117
physical cues, 20–21                     Purple Cow (Godin), 2
physical impairments, customer access
                                         quality programs, 62–64
      and, 135–136, 137–138                 defect reduction metrics, 69
positive attitude, 86–87, 103–104           efficient processes, 68–70
preference-tracking systems, 45–58          eliminating defects/defective situa-
                                               tions, 64–65
   caring delivery of information,          handoff reduction, 64–65
      53–54                                 looking for defects/defective situa-
                                               tions, 62–64
   changes in preferences, 52–53            waste reduction, 66–68
   commitment to, 46, 58
   examples, 46–48                       reactive customer service, 4–5
   moods, 53                             reassigned problems, 32
   in online commerce, 57–58, 70         receptionists, 138–139
   permanent information, 49             recognition
   permission marketing, 56–57,
                                            of customers, 134
      124 –125                              of employees, 105
   persistence in, 58                    repetition strategy, in anticipatory cus-
   privacy issues, 50–51, 54–58, 74–75
   real-time information, 51–52                tomer service, 125–127
   security issues, 50–51, 54–58, 126    requests for information, 23, 122
   simple approach, 46–48                restrooms, 61, 62
   technology in, 51–52, 54–56, 56–      rewards

      58, 73–78                             by leaders, 105
   volume as excuse, 82                     for survey participation, 77
   what to track, 48–51                  Riedel, 110–111
price                                    Ritz-Carlton, The, 2
   thinking like customers, 113–114         Day One orientation, 91–94
   in value proposition, 112                language handbook, 15–16, 18
privacy                                     Mr. BIV quality program, 62–64
   of preference-tracking systems, 50–      preference-tracking system of, 46–48
                                            total customer service empower-
      51, 54–58, 74–75
   protective customer bubble and, 54,         ment, 41

      96, 97–98                          Safire, William, 16
   of surveys, 78                        Schultz, Howard, 59–60
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