Customer Care Philosophy
- Recognizing customers
- Customers’ expectations
Meaning of Service Excellence
- what the customer ‘sees’
- Keeping the service promise
- Credibility
- The human touch
Planning the Service System
- How to implement service quality
- Factors for effective customer service delivery
Creating and Maintaining a Service Culture
- Creating the service culture
- Designing a service- oriented selection process
- Task and personal attribute analysis
- Designing service procedures and piloting the
process
- Logistical feasibility, validation and conclusions
Giving your Customers what they want
- The telephone and the courtesy transaction
Maintaining Service Excellence when Things get Difficult
- Handling dissatisfied customers
- Why customers get upset
- How vulnerable is your customer base and what
you can do about it
Gaining competitive Advantage through Customer Service
- Rating your customer service
- Beyond customer service
to customer satisfaction
- Keeping
customer forever
