Full Description
This title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and "experts" in American society, led to a retrenchment, systems methods are still part of modern managerial practice.
Contents
Introduction 1 Artists in action 2 Bars of soap 3 Communication dynamics 4 Complaints as opportunities 5 Customer confessions 6 Customer feedback: performance versus expectation 7 Customer service call flow diagram 8 Customer service buzz groups 9 Customer service examples 10 Customer skills 1: being prepared 11 Customer Skills 2: welcoming 12 Customer Skills 3: connecting 13 Customer Skills 4: setting expectations 14 Customer survey form 15 Defining excellent customer service 16 Gap analysis 17 Happy customer /unhappy customer 1 18 Happy customer/unhappy customer 2 19 Improving customer service 20 Integrating products and services 21 Key telephone skills 22 Mystery shopper 23 Personal qualities 24 Phoney phrases 25 Presenting ideas for change 26 Questionnaires and ratings 27 Selling the service imperative 28 Service team solutions 29 The BIG win! 30 The invisible sum 31 Think of a number 32 Three-letter words 33 What kind of customer are you? 34 What makes customers buy? 35 What's different about using the telephone? 36 Who is your customer? 37 Who killed the customer? 38 Role play sessions: customer connecting
