The Purpose of Service
Make your mission a guide for service
Build a personal service mission statement
Implement attributes that create customer loyalty
Drive business success through outstanding service
delivery
Craft superior customer experiences
The Foundations of Service
Understand the unique customer relationship
Define "good service"
Calculate the satisfaction equation
Fulfill the 5 standard service expectations
Practice the 2 service delivery essentials
Add value to every service opportunity
Develop a service improvement strategy
The Catalyst of Service
Take control of the communication event
Schedule a communication alignment
Repulse 3 types of communication breakdown
Select words with power and precision
Focus and listen intently
Ask effective questions efficiently
Shape expectations appropriately
The Challenges of Service
Defuse and disarm the hostile customer
Inform and appease the insistent customer
Contain and redirect the negative customer
Uncover and draw out the passive customer
Manage the emotional labor of serving difficult
customers
Apply the "ABC's" of developing and maintaining a
positive service attitude
The Steps of Service Recovery
Acknowledge without agreement
Apologize with power
Solve real problems the first time
Convey goodwill gestures without breaking the bank
Follow up profitably
The Tools of Service
Establish service standards and systems
Make the phone the customer's friend not a foe
Write e-mail with clarity and consistency
Build teams that seamlessly serve the customer
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