Page 190 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
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Index                                                                            169

Schulze, Horst, 15–16, 41, 64, 91           industry-wide, 111
screening telephone calls, 21–22            performance, 104–105
Scrimshaw Workshop, The (Bar Har-        Starbucks, 59–60
                                         subcontracting, of customer service,
      bor, Maine), 132
secret shoppers, 78                            142–143
security                                 subtle service recovery, 41–43
                                         suggestions from customers, 31, 35
   of preference-tracking systems, 50–   support, by leaders, 105, 107
      51, 54–58, 126                     surveys

   website, 126                             comment cards, 50
Seligman, Martin E. P., 86–87               in-depth, 75–78
serial position curve, 131                  in-house mini-surveys, 75
service recovery, 26–44                     language engineering on, 76
                                            mistakes on, 77–78
   apologizing in, 28–29                    personal responses to, 77
   compensation for, 34–36
   Courtroom Method, 27                  Taco Bell, 61
   disastrous handling of, 36–39         Talent Plus, 89
   documenting problem, 33–34            Target, 111
   fixing the problem, 31                 team orientation, 87
   follow-up, 31, 32–33                  telephone calls
   handling customer complaints,
                                            good-byes, 135
      39–41                                 greetings, 135
   Italian Mama method, 26–27               hearing impairments and, 137
   as key customer moment, 18–19            picking up phone, 22–23
   key steps, 27–31                         sample interaction guidelines,
   language of, 30, 50–51
   personal research on, 36–39                 149–150
   preference-tracking systems and,         screening, 21–22
                                            after service recovery, 33
      49–51                                 telephone numbers in preference-
   problem resolution for, 12–13
   reassigned problems, 32                     tracking systems, 57
   reviewing customer complaint, 30         toll-free service numbers, 70, 122
   subtle approach to, 41–43                for website customers, 129–130
   thinking like customers, 28–29        testimonials, 118–119
   website service failures, 23, 62      theoretical capacity, in manufacturing,
   writing off customers, 43–44
Sewell, Carl, 113                              101
showing, versus telling, 21              thinking like customers
simplicity, of preference-tracking sys-
                                            in anticipatory customer service,
      tems, 46–48                              59–62
Solis, 2, 41
solutions, for service breakdowns, 35       pricing and, 113–114
Sopranos, The, 20                           in service recovery process, 28–29
standards                                Thoreau, Henry David, 123
                                         Tiffany, 112
   hiring, 88–89
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