영문목차
Contents
Special Features xi
Acknowledgments xiii
Foreword by Horst Schulze xv
Introduction: The Only Shop in the Marketplace 1
Chapter 1 The Engineer on the Ladder: Reaching for the Highest Level of Service 4
Chapter 2 The Four Elements of Customer Satisfaction: Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process 7
Chapter 3 Language Engineering: Every. Word. Counts 14
Chapter 4 Recovery! Turning Service Failures Around 26
Chapter 5 Keeping Track to Bring Them Back: Tracking Customer Roles, Goals, and Preferences 45
Chapter 6 Building Anticipation Into Your Products and Services: Putting Processes to Work for You 59
Chapter 7 Your People: Selection, Orientation, Training, and Reinforcement 84
Chapter 8 Leadership: Guiding the Customer-Centered Organization 101
Chapter 9 What's Worth it, and What's Not? Pointers on Value, Costs, and Pricing 108
Chapter 10 Building Customer Loyalty Online: Using the Internet's Power to Serve Your Customers and Your Goals 115
Chapter 11 Hello/Good-Bye: Two Crucial Moments with a Customer 131
Appendixes 145
Appendix A Oasis Disc Manufacturing: Customer and Phone Interaction Guidelines and Lexicon Excerpts 147
Appendix B CARQUEST Standards of Service Excellence 153
Appendix C Capella Hotels and Resorts "Canon Card": Service Standards and Operating Philosophy 155
Notes 159
Index 163