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Books > Business & Economics > Business & management > Sales & marketing > Customer services
The service process design landscape is changing, with many of the
previous limitations disappearing on how and by whom services are
delivered. Opportunities for new service design configurations are
being supported, to a large extent, by technology-enabled
innovations; many tasks previously performed by the service
provider may now be performed by either the customer or the service
provider. As a result, customers are playing a more active role in
the service process, not only through self-service but also through
providing information to the service provider to create a more
personalized service experience. Designing Service Processes to
Unlock Value explores how service processes can be designed to
leverage the expanding range of opportunities for service providers
and customers to co-create value. Readers will learn about
frameworks for value Co-Creation and models for designing all types
of service processes, as well as the unique challenges of designing
knowledge-intensive services. The book concludes with approaches to
unlock these capabilities-and further boost value Co-Creation. This
second edition includes new and updated examples of
technology-enabled innovations that provide unprecedented
flexibility in service process design and continue to transform how
service providers and customers co-produce services. At the same
time, readers will see how these innovations can have important-and
sometimes surprising-impacts on the nature of the benefit and cost
tradeoffs and synergies that determine value Co-Creation.
In the modern world of business, customer service has become one of
the few ways left to differentiate your company from that of your
competition. What's so astounding is how many entities treat
customer service as an aspect of their businesses that they have to
endure instead of the powerful tool for market dominance that it
can be. Here's what this means for you: Use the information in this
book to change the way you look at customer service. The lessons
you'll find inside will open your eyes and show you that customer
service isn't just something your company has to have, but a mighty
weapon you can use to beat the hell out of your competition.
Customer service and satisfaction is important to many employees
and business owners. The success of a business depends on it. Learn
the valuable tools and skills you need to deliver what your clients
and customers want, and in return, you will reap the benefits.
Expect happier clients, more business and more profit.
Customer relationships mirror human relationships. The Human
Customer Experience will guide you through understanding the three
concepts of Customer Experience and Relationships: Duration and
Choice, Relationship Correlation, and Customer Hierarchy of Needs.
Use this model to build a customer experience design for your
company. You will build stronger customer relationships enabling
customer loyalty and a larger share of the customer business.
"In this day of strong competition and high expectations, service
is everything and the "WOW" Experience can separate you from your
competition" No matter what business or organization we are
involved in there is always one common thread, the customer.
Creating and providing "WOW" experiences means we need to begin
thinking in a different way. We need to change our thought process.
Put ourselves in the shoes of our customers and begin thinking like
them. What could we do extra that would cause our customers to say
"WOW"?
***Customer Service Training Through The Eyes, and Motivations, of
a Waiter***
Waiters, are you tired of working your butt off in restaurant
after restaurant and never really making the money you deserve? Are
you tired of not getting the BIG tips you want? Tips of 20% or more
on every table? So what are you going to do about it? This is the
book you must have to earn more tips, bigger tips, tips that will
change your life Don't you want that?
I won't waste your time telling you to crouch down table-side when
you take the orders. I won't tell you to lightly touch the guest
sometime during their meal, nor to give a mint or piece of candy to
the guest when you present the check. This is the nonsense I read
from other "experts" in the field of making bigger tips. This is
insulting and demeans the professionalism of thousands of
experienced waiters.
Remember: Only by making your guests feel special, feel as if
THEIR enjoyment is YOUR primary concern, will you make the big
tips. All else is not important.
Have you ever noticed that most of the advice about creating great
customer service comes from the world of big business? It suggests
that in order to develop excellence you need to learn from global
Hotel chains, enormous car rental companies, luxury department
stores or massive technology firms. If you are a small business
this kind of advice is well-intentioned but often of little use.
You likely know already that outstanding customer service can be a
real difference maker when it comes to small businesses, but how
exactly does a small business develop outstanding service? You
won't do it by copying what Airlines or online shopping giants do.
Customer service is not getting better, it's getting worse. Almost
everybody has a story to share about a terrible customer service
experience. These stories span almost every kind of business and
can be found all over the globe. Really smart businesses understand
that this is not good enough. If you want to remain in business,
remain profitable and keep your best customers you need more than
ever to focus on making sure you're better than the rest. The best
way to differentiate your business from your competition is the
quality of the service you provide. Nowhere is this more important
than the world of small business.
In these pages you'll learn how customer service has become so bad
as you explore the specific things businesses do that damage the
customer's experience. You'll find out what customers really want
and why they behave as they do. You'll see what you need to do to
re-focus on customer service, and how to create the right
environment to deliver excellent service every time. You'll
identify the mistakes that are routinely made in business and how
to avoid them. Finally you'll learn the best way to include and
manage your most precious assets, your employees, as you begin the
journey to excellence in customer service. You'll find resources,
vivid examples and valuable tips for putting the ideas into action
inside your own business. The book is written for action, showing
you where and how to put your focus on the things that will matter
most to your business. A career of working with great organizations
teaches that it's not about throwing unlimited resources, money and
technology at a business that creates a great customer experience.
You'll learn that it's much simpler than that, and doesn't require
any of those expensive inputs. Many before you have tried and
failed to become excellent at customer service because they failed
to understand what it really requires. This book is designed with
the small business in mind and explains what really matters to the
customers of a small business, and what makes for a great customer
service experience. There are hundreds of books on the market
packed with advice on customer service. The advice is sound but
comes from a different world, the world of big business. This book
is written specifically for small businesses and provides practical
and straightforward ideas and advice that every small business can
use. If you're a small business and know you can't continue to
compete on price, scale, reach or some other big business advantage
then this book is for you. You'll see how to take advantage of the
one thing you possess that bigger competitors can't match.. your
close and local relationship with customers. Get that relationship
right and you can compete with and defeat much bigger competitors.
A first-of-its-kind book for small businesses, The Small Business
Advantage will show you how unlock the amazing potential of your
small business, and how to create a unique and sustainable
advantage to grow your business and retain your loyal and
profitable customers in the years ahead.
The main focus of this course is to provide the necessary skills
for effective customer service. The most important people in any
successful organization are the staff. Without properly trained and
motivated staff no company can provide an effective service to
their customers. Well trained staff have confidence and enjoy their
work. They are more effective in what they do, and are more capable
to meet customer requirements. Training should be an ongoing
process, and not just a once off event. It should become part of
the company culture, and the accepted way of doing business.
Subjects covered in this course include Effective Communication
Telephone Skills Listening Skills Dealing with Clients The Main
Purpose Of Staff Training Effective Communication. Listening
Skills. Customer Loyalty.
Client relationship management (CRM) results in great service to
the client, but it is so much more than service with a smile.
Recognizing that CRM needs to be embedded throughout all levels of
an organization, Bill Howatt and Tyler Hayden, an international
expert in developing teams and customer service, created an
easy-to-use and relevant model (the H&H CRM Model). This model
focuses on the two pillars of CRM: relationship building and client
service. Neither can independently ensure client satisfaction.
Together, they offer a sustainable means of providing CRM
excellence. After reading this book you will understand the roles
of clients, companies, and caretakers in relationship building ABCs
(attitudes, behaviours, and consequences) of client service.
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