Books on Human Resources
How to Deliver Excellent Customer Service
By: Julie Olley
HOW THIS BOOK WILL HELP YOU
How to Deliver Excellent Customer Service is a pre-designed "HOW TO" workbook approach for small and home-based businesses who wish to develop, implement, analyse and follow-up customer service projects. Step-by-step "HOW TO:" ideas and sample formats are included to save you time and eliminate the guesswork when you have an idea for a project but don't know where to start. The suggestions can be used for most business sizes and types and can implemented over time as the business establishes itself.
Section Two - Getting Customer Input - Outlines in detail, step-by-step "HOW TO:" Quality Assurance projects. Example surveys, tracking formats, follow-up suggestions, information gathering guidelines and correspondence outlines are included.
Section Three - Customer Complaints - Create An Opportunity! - step-by- step complaint handling and how to keep logs for effective complaint measurement.
Author, Julie Olley, was formerly National Manager of Quality Assurance with Thomas Cook Travel, a major international travel organization. She has written numerous reports and books around the theme of customer service and has designed several curricula for The Canadian School of Management and International Business Schools. She is well qualified to show you How to Deliver Excellent Customer Service.
Section One: Inventory Taking
What is Quality Assurance?
Objectives of a Quality Assurance Program
Quality, Not Production
Doing it Right the First Time
Components of Service
Do You Deliver?
What Clients Expect From You
Customers Have Three Levels of Expectations
How Do I Determine
Do We Meet Our Client's Expectations?
Prompt Service - Your Standards or Theirs?
Satisfaction Leads to Loyalty: Self-Survey
Policies and Procedures
Creating Your Own Policies and Procedures Manual
Back Office - How it Effects the Service Environment
If You Can't Make it Tangible, Add Convenience
Technology and Quality Service
Improving Your Business Technology
"Outside" Commissioned Sales Agents
Hiring "Quality Service" Staff
Section Two: Getting Customer Input
Quality Assurance Plan - Outline
How Do We Rate? - Telephone Survey
Sample How Do We Rate? Survey
Lost Sale Surveys
Quality Control Cards
Customer Loyalty Program
Customer Suggestion Program
Section Three: Customer Complaints - Create an Opportunity!
Would You Rather Be Known for Doing Things Right, or Doing Things Wrong?
Procrastination Means Lost Opportunities
Complaints Offer a Second Chance: Self-Survey
Keeping Cool Under Pressure
Constructing Effective Complaint Letters to Suppliers
Complaint Letter Follow-up
Sample Letter to Supplier
What is Appropriate Compensation?
Sample Letters to Clients
Customer Service Planning Calendar
How to Deliver Excellent Customer Service by Julie Olley: 160 pages, softcover; ISBN 978-1-55270-045-7; published in 2000; Canadian: $26.95.
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