Customer Service in the Information Age
ISBN: 978-0-619-25909-9
Duration:
One day

Description:
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.

Table Of Contents:
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