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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.
CONTENTS
Introduction
Section One: Inventory Taking What is Quality Assurance? Objectives of a Quality Assurance Program Quality, Not Production Quality Pays Doing it Right the First Time Components of Service Do You Deliver? Pet Peeves 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 Acknowledgement Tangibles 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 Advertising Technology and Quality Service Improving Your Business Technology Service Guarantees Price "Outside" Commissioned Sales Agents Hiring "Quality Service" Staff Service-Based Incentives Empowerment
Section Two: Getting Customer Input Quality Assurance Plan - Outline Information Gathering How Do We Rate? - Telephone Survey Sample How Do We Rate? Survey E-Mail Surveys Lost Sale Surveys Mystery Shopping Testimonials Suppliers Account Visits Quality Control Cards Acknowledging Referrals Customer Loyalty Program Customer Suggestion Program
Section Three: Customer Complaints - Create an Opportunity! Key Facts Would You Rather Be Known for Doing Things Right, or Doing Things Wrong? Procrastination Means Lost Opportunities Complaints Offer a Second Chance: Self-Survey Handling Complaints 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 Keeping Logs Complaint Hunting Customer Service Planning Calendar
How to Deliver Excellent Customer Service by Julie Olley: 160 pg., Softcover; ISBN 978-1-55270-045-7: $26.95 ($US). 
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