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Best Practices in Customer Service is a one-stop resource that brings together the wisdom of dozens of customer service experts who explain and demonstrate how to implement the best practices available in customer service. With 35 chapters written by top customer service consultants and practitianers, it covers everything from the classic issues like customer retention and service recovery to contemporary concerns like providing customer service on the Internet. You'll learn to:

• Fully understand the connection between excellent customer service and organizational performance

• Develop a customer base that fuels growth and profitability

• Deliver a higher level of customer service at a lower cost

You'll also get valuable information and tools, including a directory of Web sites related to customer service topics, and other customer service information online; customer service training exercises and materials that can be used for slides or overheads; a listing of magazines, journals, and newsletters that deal with customer service; and graphs documenting useful findings from the ICSA's Benchmarking Study that you can use to benchmark your company's performance and approach to customer service.

Table of Contents

1. Customer Service, Value, and the Systems View, by John A. Woods
2. Traveling the Highway to "Wow!" Service, by Jerry Fritz
3. Quantifying the Impact of Great Customer Service on Profitability, by John Goodman
4. Delighting Your Customers: Creating World-Class Service, by Eberhard E. Scheuing
5. Customer Retention and the Stages of Service After the Sale, by Terry Vavra and Douglas R. Pruden
6. How to Create a Plan to Deliver Great Customer Service, by Susan Smith
7. Building a Picture of Perfect Service, by Michael Vandergriff
8. Standards for Service: From Countability to Accountability, by Kristin Anderson
9. What Customers Really Want: How That Affects What Service to Deliver, by Georgette M. Zifko-Baliga
10. Customers Care When They Share: How to Nurture Loyalty Through Inclusion, by Chip R. Bell
11. Training for Success Through Service: How Delta Air Lines Does It, by Nora Weaver and Tom Atkinson
12. Authentic Coaching: Getting the Best From Customer Service Providers, by Anne Bruce and James S. Pepitone
13. Unleashing the Power of Customer CARE in Your Organization, by JoAnne Brandi
14. How to Let Customer Value Drive Customer Problem Solving, by R. Eric Reidenbach, Gordon W. McClung, and Reginald W. Goeke
15. Six Tools For Improving How You Deliver Service to Customers, by Rebecca L. Morgan
16. Maintaining Superior Customer Service During Periods of Peak Demand, by Jenelle M. Barlow and Dianna Maul
17. Creating the Sounds of Quality: Delivering Great Service of the Telephone, by Kathleen Brown
18. Problem-Solving Tips for Telephone Representatives, by Donna Hall
19. Customer-Sensitive Automated Response Systems, by Marlene Yonovsky
20. The Ten Practices of Exceptional Service, by Mark Sanborn
21. Beyond Loyalty: Inspiring Customers to Brag, by Michael E. Cafferky
22. Customer Service Sort Cards: A Training Exercise, by Sharon A. Wulf
23. Strategies That Foster Customer Loyalty, by Lisa Ford
24. The Care and Handling of the Mature Market, by Patricia V. Laea and Rebecca Chekouras
25. Customer Surveys That Deliver Actionable Information, by Robert Shaver
26. Service Recovery: Turning Oop! Into Opportunity, by Ron Zemke
27. Cooling the Customer With HEAT, by John Hartley
28. The World Wide Web Was Made for Customer Service, by Jim Sterne
29. Using the Internet to Measure Customer Satisfaction and Loyalty, by John Chisholm
30. Internet Self-Service Support: Beyond Search Engines to "Smart Answers on the Net", by Keith Loris
31. Coordinating Services Across Functional Boundaries: The Departure Process at Southwest Airlines, by Jody Hoffer Gittell
32. Swing With Your Trapeze Buddy: Working Together Internally to Serve External Customers, by Mark Rosenberger
33. The Company-Wide, Sales-Focused Organization, by Gary Connor
34. Customer Service: A Key to Innovation Success, by Scott Davis
35. Great Internal Service Creates Great External Service, by H. Lee Meadow

Appendix A. Benchmarking Your Customer Service Operations With Findings From the 1996 ICSA Benchmarking Study

Appendix B. Magazines, Journals, and Newsletters That Deal With Customer Service

Appendix C.  Customer Service Resources on the Net