TITLE -- COPYRIGHT -- ABOUT THIS BOOK -- CONTENTS -- HOW THIS BOOK IS ORGANIZED -- A GUIDE FOR THE CHANGE AGENT -- DEVELOPING A CUSTOMER-SERVICE PERSPECTIVE -- THE PERSPECTIVE REQUIRED -- THE MANAGEMENT SKILLS REQUIRED -- TWO VIEWS OF ORGANIZATION -- STAGE I UNDERSTAND YOUR CUSTOMERS -- UNDERSTAND YOUR CUSTOMERS -- STAGE ONE ADDRESSES FOUR FUNDAMENTAL QUESTIONS: -- WHAT IS YOUR SPECIFIC SERVICE NICHE? -- THE SERVICE NICHE INVENTORY -- YOUR SERVICE NICHE -- DETERMINE YOUR SERVICE NICHE -- TARGETED SERVICES -- TARGETED CUSTOMERS -- WHAT ARE THE CHARACTERISTICS OF THE SERVICES YOU PROVIDE? -- CONSIDER THESE TEN SERVICE CHARACTERISTICS: -- DEVELOP A SERVICE PROFILE -- DEVELOPING YOUR CUSTOMER PROFILE -- HOW DO YOUR CUSTOMERS SEE YOU? -- YOUR SERVICE SILHOUETTE -- ASSESSING YOUR SERVICE SILHOUETTE DETERMINERS -- REVIEW OF STAGE I -- YOUR ACTION PLAN FOR STAGE ONE -- STAGE II SET QUALITY SERVICE STANDARDS -- SET QUALITY SERVICE STANDARDS -- THE IMPORTANCE OF SETTING QUALITY SERVICE STANDARDS -- THE TWO DIMENSIONS OF QUALITY CUSTOMER SERVICE -- SEVEN STANDARD AREAS IN THE PROCEDURAL DIMENSION OF QUALITY SERVICE -- SEVEN STANDARDS AREAS IN THE PERSONAL DIMENSION OF QUALITY SERVICE -- WRITING QUALITY SERVICE STANDARDS -- WRITE YOUR OWN QUALITY SERVICE STANDARDS -- GUIDELINES FOR DEVELOPING QUALITY SERVICE STANDARDS -- PRIORITIZING YOUR QUALITY CUSTOMER SERVICE STANDARDS -- PRIORITIZING YOUR SERVICE STANDARDS: AN EXERCISE -- REVIEW OF STAGE II -- YOUR ACTION PLAN FOR STAGE II -- STAGE III BUILDING A WINNING TEAM -- BUILD A WINNING CUSTOMER-SERVICE TEAM -- STEP 1 BUILD A WINNING TEAM BY PUTTING QUALITY INTO THE DESIGN OF CUSTOMER-SERVICE JOBS -- YOUR JOB DESIGN MATRIX -- STEP 2 BUILD A WINNING TEAM BY WRITING JOB SPECIFICATIONS IN QUALITY CUSTOMER-SERVICE TERMS -- YOUR JOB SPECIFICATION MATRIX.

STEP 3 BUILD A WINNING TEAM BY SCREEN-ING JOB APPLICANTS FOR QUALITY CUSTOMER-SERVICE ABILITIES -- A PROFILE OF THE IDEAL CUSTOMER-SERVICE CANDIDATE -- STEP 4 BUILD A WINNING TEAM BY TRAINING FOR QUALITY CUSTOMER SERVICE -- CUSTOMER-SERVICE TRAINING PROGRAM ASSESSMENT SCALE -- STEP 5 BUILD A WINNING TEAM WITH QUALITY LEADERSHIP -- BUILDING A WINNING TEAM WITH QUALITY LEADERSHIP -- FIVE FOUNDATIONS TO CUSTOMER-SERVICE LEADERSHIP -- HOW DO YOU RATE YOUR LEADERSHIP ABILITY -- CUSTOMER-SERVICE LEADERSHIP EFFECTIVENESS SCALE -- INSTRUCTIONS -- STEP 6 BUILD A WINNING TEAM WITH A SUPPORTIVE ORGANIZATIONAL CLIMATE -- CUSTOMER-SERVICE CLIMATE ASSESSMENT SCALE -- REVIEW OF STAGE III -- YOUR ACTION PLAN FOR STAGE III -- STAGE IV CHECK UP REGULARLY -- CHECK REGULARLY ON HOW YOU ARE DOING -- YOUR MEASUREMENT SYSTEM -- CHECK ON HOW YOU'RE DOING WITH A SERVICE AUDIT -- CREATING A SERVICE AUDIT -- WARNING -- EXAMPLE SERVICE AUDIT FORM -- CREATING A CUSTOMER FEEDBACK SYSTEM -- ROADBLOCKS TO CUSTOMER FEEDBACK -- YOU LIFT THE ROADBLOCKS TO CUSTOMER FEEDBACK WHEN YOU- -- CREATING AN EMPLOYEE FEEDBACK SYSTEM -- I. PROVIDE DAILY VERBAL EMPLOYEE FEEDBACK -- II. POST MEASURES OF INDIVIDUAL AND GROUP CUSTOMER-SERVICE PRODUCTIVITY -- GRAPHIC FACTS -- III. CONDUCT PERIODIC PERFORMANCE APPRAISALS USING QUALITY CUSTOMER-SERVICE STANDARDS -- PERFORMANCE APPRAISAL CHECKLIST -- I. PERSONAL PREPARATION -- II. CONDUCTING THE APPRAISAL DISCUSSION -- APPRAISAL FOLLOW-UP -- III. FOLLOW THROUGH AFTER THE APPRAISAL -- REVIEW OF STAGE IV -- YOUR ACTION PLAN FOR STAGE IV -- STAGE V PROVIDE PROACTIVE PROBLEM SOLVING -- PROVIDING PROACTIVE CUSTOMER-SERVICE PROBLEM SOLVING -- ACTION PLAN 1 CREATE A SUPPORTIVE CLIMATE FOR SOLVING CUSTOMER-SERVICE PROBLEMS -- ACTION PLAN 2 USE YOUR CUSTOMER-SERVICE TEAM TO IDENTIFY CUSTOMER-SERVICE PROBLEM AREAS -- CUSTOMER-SERVICE ASSESSMENT SCALE (CSAS).

DEVELOPING ONE LIST OF TEAM STRENGTHS AND WEAKNESSES -- ACTION PLAN 3 USE YOUR CUSTOMER-SERVICE TEAM AS A RESOURCE FOR IMPROVING SERVICE -- ACTION PLAN 4 TURN CUSTOMER PROBLEMS INTO OPPORTUNITIES FOR BETTER CUSTOMER SERVICE -- REVIEW OF STAGE V -- YOUR ACTION PLAN FOR STAGE V -- YOUR ACTION PLAN FOR THE COMPLETE CUSTOMER-SERVICE MANAGEMENT CYCLE -- ADDITIONAL CUSTOMER-SERVICE RESOURCES -- OTHER CUSTOMER-SERVICE RESOURCES.