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