Warren Blanding - Customer service operations: the complete guide

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title	:	Customer Service Operations : The Complete Guide
author	:	Blanding, Warren.
publisher	:	AMACOM Books
isbn10 | asin	:	0814450040
print isbn13	:	9780814450048
ebook isbn13	:	9780585039992
language	:	English
subject	Customer services.
publication date	:	1991
lcc	:	HF5415.5.B529 1991eb
ddc	:	658.8/12
subject	:	Customer services.

Customer Service Operations The Complete Guide Warren Blanding

This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Blanding, Warren Customer service operations: the complete guide / Warren Blanding p cm. Includes index. ISBN 0-8144-5004-0 (hardcover) 1. Customer service. I. Title. HF5415.5.B529 1991 658.8'12dc2090-56408 CIP 1991 AMACOM, a division of American Management Association, New York. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019-7606. Printing number 10 9 8 7

Page v CONTENTS Preface vii Section I Overview of Key Customer Service Issues 1 Introduction 3 1 Who Is This Customer You Keep Talking About? 8 2 The Visible Elements of Perfect Customer Service 14 3 The Seven Most Common Obstacles to Perfect Customer Service 21 Section II How to Organize an Excellent Customer Service Department 29 4 Developing a Statement of Mission 31 5 Developing Proactive Policies and Procedures 41 6 Positioning and Organizing the Customer Service Department 56 7 Setting Quality Standards 70 8 Managing Complaints and Adjustments for Profit 92 9 Auditing Customer Service Performance and Quality 132 Section III Customer Service Operations and Logistics 153 10 Proactive Management of Inbound Communications 155 11 Queueing: Key Element in Excellent Customer Service 173 12 The Critical Communications Role of the Customer Service Department 193

Page vi 13 Telemarketing as an Element of Proactive Customer Service 224 14 Controlling Costs for Efficiency and Profitability 242 Section IV Hiring, Training, and Keeping the Best People 269 15 Perfect Customer Service Requires Hiring Perfect People 271 16 Effective Training for Excellent Customer Service

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