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PART I: UNDERSTANDING OBSTACLES TO OUTSTANDING CUSTOMER SERVICE
Chapter 1 Customer Service Doesn’t Come Naturally: Hidden Obstacles to Serving Customers
The Service Consistency Challenge
The Customer Service Disconnect
Natural Obstacles to Service Greatness
PART II: OVERCOMING OBSTACLES TO OUTSTANDING CUSTOMER SERVICE
Chapter 2 The Customer Is NOT Always Right: Equipping Employees to Handle Challenging Customers
The Customer Is Often Wrong
Customers Have Varied Expectations
The Self-Sabotaging Customer
The Abusive Customer
Solution Summary: Overcoming Challenging Customers
Chapter 3 They’re Your Customers, Not Mine: Aligning Employees’ Interests with Those of the Company
The Principal-Agent Problem