Customer Service Best Practices

by Ron Zemke, John Woods, Zemke Ron

This practical new resource book includes 38 carefully chosen articles, training tools, case studies and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes. With an emphasis on what, why, and especially how-to, the information in this book will help customer service managers, trainers, and frontline associates develop more effective policies and procedures. Materials are Fully Reproducible! All materials are fully reproducible which makes them especially useful as handouts, job aids, newsletter items, and training tools. In addition, selected resources are included on diskette for easy customization and reproduction. We make it easy for you to add, delete, or change information to suit your special needs. All materials are provided in Microsoft Word, so within minutes you can add your company name and logo to give your resources a customized look. Tools and Resources Included How to quantify the payoff in improved customer service
Special section on customer service and the internet
Special appendix-benchmarking your customer service with findings from the
1996 International Customer Service Association (ICSA) study
38-item self assessment to evaluate your current service level
Coaching for customer service
Training tips for telephone customer service
Includes Original Contributions by
Chip Bell
Terry Vavra
Rebecca Morgan
Jim Sterne
John Goodman
Mark Sanborn
Kristin Anderson
Doug Pruden
Janelle Barlow
Joanna Brandi
Lisa Ford
Jerry Fritz

600 pages, Ring-bound

First published January 1, 1998