Excellence in service

Customer service has changed dramatically over the past few decades. New technology has given customer service personnel more options for reaching customers, even as it has given consumers easier access to data and information. CUSTOMER SERVICE IN THE INFORMATION AGE explains how businesses can still provide great customer service with a personal touch--whether it is through e-mail, the telephone, or a company Web site. The tips presented in this book will give organizations concrete suggestions for how to use the technological options available today to elevate their customer service to the next level and build relationships that will result in loyal and satisfied customers.

Part 1 Customer Service Basics?with a New-Century Twist Choose Common Sense Over Technology Understand the ?Whys?

Behind Company Policies Help Customers Feel Like Insiders, Not Onlookers Keep Current on Your Company?s

Promotions Show Respect for Your Customers? Time Promise Less and Deliver More Tell Customers You Appreciate Their Business Review

Part 2 Customer Service on the Web Supplement the Software with Human Interaction Facilitate Customer Service with Technology Monitor Your Company?s

Internet Customer Service Design Your Web Site to Be Customer-Focused Include Contact Information on the Site Make Contact Information Easy to Find Offer

After-the-Sale Help Through Multiple Means Post Your Privacy Policy in Plain Language Test Your Company?s

Web Site for Effectiveness Review

Part 3 Providing E-Mail Customer Service Consider E-Mails to Be Public, Legal Documents Know Your Company?s

E-Mail Policies Present a Positive Impression to Your Customers Offer Apologies as Needed Respond Promptly to All Customer E-Mail Personalize Your E-Mail Responses Give Complete Information in Everyday Language Quote Senders? Queries to Craft Your Responses Review

Part 4 Customer Relationship Management (CRM) and Service What Is Customer Relationship Management, or CRM?

Emphasize Customer Retention Provide Customer Service Based on the 80/20 Rule Mine Referral Business from Existing Customers Keep Your Promises to Customers Build Customer Loyalty with After-the-Sale Service Work to Eliminate Irritating Policies and Procedures Keep Up with Changing Customer Expectations Reward Customers for Staying with Your Company Review

Part 5 Effective Automated Telephone Service Determine Telephone Service by Customer Needs Set Up Automated Systems Correctly Check Regularly for Proper Operation Keep Automated Messages Brief Return Voice Mail Calls Promptly

Review Appendix

Appendix to Part 1

Appendix to Part 3

Appendix to Part 4

Additional Reading

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On Order

Summary

Summary

Table of Contents