Customer Service Skills for Success

Description

Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award,Customer Service Skills for Successby Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success6eaddresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition ofCustomer Service Skills for Successcontains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. Cover......Page 1 Title......Page 4 Copyright......Page 5 Contents......Page 8 Preface......Page 12 Acknowledgments......Page 25 PART ONE: THE PROFESSION......Page 29 1 The Customer Service Profession......Page 31 In the Real World: Retail—Zappos.com......Page 32 LO 1-1 Defining Customer Service......Page 33 The Concept of Customer Service......Page 35 The Shift to Service......Page 36 LO 1-2 Growth of the Service Sector......Page 37 Impact of the Economy......Page 40 Global Economic Shifts......Page 44 Shifts in the Population and Labor Force......Page 46 Increased Efficiency in Technology......Page 47 Deregulation of Many Industries......Page 49 Geopolitical Changes......Page 50 Changing Values......Page 51 More Women Entering the Workforce......Page 52 More Older Workers Entering the Workforce......Page 53 Growth of E-Commerce......Page 55 Different Mindset......Page 56 Enhanced Consumer Preparation......Page 57 Components of a Customer Service Environment......Page 58 The Customer......Page 59 Organizational Culture......Page 60 Human Resources......Page 61 Service......Page 64 LO 1-6 Addressing the Changes......Page 65 Small Business Perspective......Page 66 2 Contributing to the Service Culture......Page 71 In the Real World: Retail—Ben & Jerry's Ice Cream......Page 72 LO 2-1 Defining a Service Culture......Page 74 Service Philosophy or Mission......Page 76 Employee Roles and Expectations......Page 78 Products and Services......Page 85 Motivators and Rewards......Page 86 Management Support......Page 88 Employee Empowerment......Page 91 Training......Page 92 LO 2-2 Establishing a Service Strategy......Page 93 Typical System Components......Page 94 Service Delivery Systems......Page 95 Tools for Service Measurement......Page 98 LO 2-4 Twelve Strategies for Promoting a Positive Service Culture......Page 100 LO 2-5 Separating Average Companies from Excellent Companies......Page 104 LO 2-6 What Customers Want......Page 105 Small Business Perspective......Page 107 PART TWO: SKILLS FOR SUCCESS......Page 113 3 Verbal Communication Skills......Page 115 In the Real World: Retail—Papa John's Pizza......Page 116 LO 3-1 The Importance of Effective Communication......Page 117 Interpersonal Communication Model......Page 119 Prepare for Positive Customer Interactions......Page 123 Let Your Customers Know They Are Important......Page 125 Address Your Customer's Expectations Positively......Page 127 Nurture a Continuing Relationship......Page 132 LO 3-4 Providing Feedback Effectively......Page 134 Verbal Feedback......Page 135 Nonverbal Feedback......Page 136 LO 3-5 Avoiding Negative Communication......Page 137 LO 3-6 Dealing Assertively with Customers......Page 140 LO 3-7 Assertive versus Aggressive Service......Page 142 Causes of Conflict......Page 145 Salvaging Relationships after Conflict......Page 148 Small Business Perspective......Page 150 4 Nonverbal Communication Skills......Page 155 In the Real World: Retail—Fields Auto Group......Page 156 LO 4-1 What Is Nonverbal Communication?......Page 157 Body Language......Page 158 Vocal Cues......Page 163 Appearance and Grooming......Page 166 Spatial Cues......Page 169 Environmental Cues......Page 170 Miscellaneous Cues......Page 171 LO 4-3 The Role of Gender in Nonverbal Communication......Page 175 LO 4-4 The Impact of Culture on Nonverbal Communication......Page 178 Unprofessional Handshake......Page 179 Peering over Top of Eyeglasses......Page 180 Seek Out Nonverbal Cues......Page 181 Seek Clarifying Feedback......Page 182 LO 4-7 Customer-Focused Behavior......Page 183 Small Business Perspective......Page 186 5 Listening to the Customer......Page 193 In the Real World: Transportation—Southwest Airlines......Page 194 LO 5-1 Why Is Listening So Important?......Page 195 LO 5-2 What Is Listening?......Page 196 Hearing and Receiving the Message......Page 197 Responding......Page 198 LO 5-3 Characteristics of a Good Listener......Page 200 Personal Obstacles......Page 202 Listening Skill Level......Page 205 External Obstacles......Page 207 LO 5-5 Strategies for Improved Listening......Page 211 Stop Talking!......Page 212 Listen Actively......Page 213 Show a Willingness to Listen......Page 214 Listen Openly......Page 215 Take Notes, If Necessary......Page 216 Open-End Questions......Page 217 Closed-End Questions......Page 219 Ask Direct Questions......Page 221 Small Business Perspective......Page 222 PART THREE: BUILDING AND MAINTAINING RELATIONSHIPS......Page 227 6 Customer Service and Behavior......Page 229 In the Real World: Supermarket—Trader Joe's......Page 230 LO 6-1 What Are Behavioral Styles?......Page 231 LO 6-2 Identifying Behavioral Styles......Page 232 R: Rational......Page 235 I: Inquisitive......Page 236 D: Decisive......Page 237 E: Expressive......Page 238 LO 6-3 Communicating with Each Style......Page 239 LO 6-4 Building Stronger Relationships......Page 242 Say "Yes"......Page 243 Seek Opportunities for Service......Page 244 Make Customers Feel Special......Page 247 Be Culturally Aware......Page 248 Know Your Products and Services......Page 249 Perceptions and Stereotypes......Page 251 Small Business Perspective......Page 254 7 Service Breakdowns and Service Recovery......Page 259 In the Real World: Retail/Manufacturing—Coca-Cola......Page 260 LO 7-1 What Is a Service Breakdown?......Page 261 LO 7-2 The Role of Behavioral Style......Page 264 LO 7-3 Difficult Customers......Page 265 Demanding or Domineering Customers......Page 266 Indecisive Customers......Page 267 Dissatisfied and Angry Customers......Page 269 Talkative Customers......Page 272 LO 7-4 Handling Emotions with the Emotion- Reducing Model......Page 274 LO 7-5 Reasons for Customer Defection......Page 275 LO 7-6 Working with Internal Customers (Co-workers)......Page 276 Stay Connected......Page 277 Meet All Commitments......Page 278 Build a Professional Reputation......Page 279 Adopt a Good-Neighbor Policy......Page 280 Think Like the Customer......Page 281 Exceed Expectations......Page 282 LO 7-8 The Problem-Solving Process......Page 284 2. Compile and Analyze the Data......Page 286 5. Make a Decision......Page 287 LO 7-9 Implementing a Service Recovery Strategy......Page 288 1. Apologize, Apologize, and Apologize Again......Page 289 2. Take Immediate Action......Page 290 4. Provide Compensation......Page 293 LO 7-10 Disaster Planning Initiatives in the Service Recovery Process......Page 294 Small Business Perspective......Page 295 8 Customer Service in a Diverse World......Page 301 In the Real World: Manufacturing—Johnson & Johnson......Page 302 LO 8-1 The Impact of Diversity......Page 303 LO 8-2 Defining Diversity......Page 305 LO 8-4 The Impact of Cultural Values......Page 307 Expectations of Privacy......Page 309 Forms of Address......Page 310 Respect for Elders......Page 312 Importance of Relationships......Page 313 Attitude toward Conflict......Page 314 The Concept of Time......Page 315 Ownership of Property......Page 316 Customers with Language Differences......Page 318 Customers with Disabilities......Page 323 Elderly Customers......Page 328 Younger Customers......Page 330 LO 8-6 Communicating with Diverse Customers......Page 333 Small Business Perspective......Page 335 9 Customer Service via Technology......Page 341 In the Real World: Technology—Netflix......Page 342 LO 9-1 The Role of Technology in Customer Service......Page 343 LO 9-2 The Customer Contact/Call Center or Help Desk......Page 346 Traditional Call Center Technology......Page 348 Websites......Page 355 Social Media......Page 357 Advantages and Disadvantages of Technology......Page 363 E-Mail......Page 369 Facsimile......Page 372 LO 9-5 The Telephone in Customer Service......Page 373 Communication Skills for Success......Page 374 Tips for Creating a Positive Telephone Image......Page 376 Effective Telephone Usage......Page 378 Voice Mail and Answering Machines or Services......Page 381 Taking Messages Professionally......Page 383 Small Business Perspective......Page 384 10 Encouraging Customer Loyalty......Page 391 In the Real World: Shipping—United Parcel Service of America, Inc. (UPS)......Page 392 LO 10-1 The Role of Trust......Page 393 Display Caring and Concern......Page 396 Be Fair......Page 397 Admit Errors or Lack of Knowledge......Page 398 Keep Your Word......Page 400 Personalize Your Approach......Page 401 Individualize Service......Page 402 Elicit Customer Input......Page 403 LO 10-2 Customer Loyalty......Page 405 LO 10-3 The Importance of Customer Relationship Management......Page 408 Benefits of Customer Relationship Management......Page 410 Cost of Dissatisfied Customers......Page 411 Three Types of Channel Partners......Page 413 Responsiveness......Page 414 Adaptability......Page 415 Communication Skills......Page 416 Enthusiasm......Page 417 Ethical Behavior......Page 418 Initiative......Page 419 Knowledge......Page 420 Perceptiveness......Page 421 Planning Ability......Page 422 Professionalism......Page 423 LO 10-6 Making the Customer Number One......Page 424 Establish Rapport......Page 425 Exceed Expectations......Page 427 Pay Attention......Page 428 Know Your Customers......Page 429 Do the Unexpected......Page 430 Know Your Competition......Page 431 Small Business Perspective......Page 432 Appendix......Page 439 C......Page 441 E......Page 443 I......Page 444 N......Page 445 P......Page 446 S......Page 447 T......Page 448 Y......Page 449 Notes......Page 450 Bibliography......Page 452 Credits......Page 454 C......Page 456 F......Page 458 L......Page 459 P......Page 460 S......Page 461 T......Page 462 Z......Page 463