Ken Shelton - Best of Class: Building a Customer Service Organization (Executive Excellence Classics)

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Page 1 Best of Class Building a Customer Service Organization Ken Shelton, Editor

Page 2 Copyright 1998 Executive Excellence Publishing. All Rights Reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher. For permission requests, write to the publisher, addressed "Attention: Permissions Coordinator" at the address below. Executive Excellence Publishing 1344 East 1120 South Provo, Utah 84606 phone: (801) 375-4060 fax: (801) 377-5960 web: www.eep.com e-mail: custserv@eep.com ISBN 1-890009-23-7 Printed in the United States of America 10 9 8 7 6 5 4 3 2 1

Page 3 CONTENTS Introduction by Ken Shelton 5 Section 1: Service Philosophy 7 1. Serving the One by Stephen R. Covey 9 2. Choosing Service Over Self-Interest by Peter Block 15 3. Being Customer-Need Driven by Darby Checketts 21 4. Getting to the Heart of Service by Joseph Grenny 25 5. Ten Commandments of Customer Service by Robert L. Lorber, Darlene Jameson, and Beverly Battaglia 29 6. Customer Value by Karl Albrecht 33 7. Put Your People First by John Parker Stewart 39 8. The Key to Customer Loyalty by Leslie H. Wexner 43 9. The Meaning of Service by Charles E. Watson 47 10. Selective Service by Eugene L. Bryan 51 Section 2: Service Excellence 55 11. Achieving Service Excellence by Tom Peters 57 12. Service Excellence Price Pritchett 63 13. Use the Profit Power of Customer Service Paul R. Timm 69 14. Creating a Customer Focus by Richard C. Whiteley 75 15. In Customers We Trust by Chip R. Bell 79 16. Customer Relations Under Fire by Robert D. Dewar 83 17. Update Your Service Strategy by Grace Major 87 18. Ten Steps to Improved Service by Gary M. Heil and Richard Tate 91 19. Speed: The New Entitlement by Jack Burke 95 20. More Than Satisfaction: Building Customer Loyalty by Ed Yager 99 21. Building Customer Focus by Brian L. Joiner 103 22. Creating Raving Fans by Ken Blanchard 107 Section 3: Process Quality 111 23. Six Keys to Quality Service by Keith Bailey and Karen Dunn 113 24. The Core Value of Service by Keshavan Nair 117 25. Quality Service: More Than a Smile by Ken Myers and Jim Buckman 121 26. Four Keys to Service Performance by Stan Brown 125 27. Innovation Imperative by Charles Garfield 129

Page 4 28. The Service Edge by Ron Zemke 133 29. Total Quality Service by Karl Albrecht 137 30. Delight Customers by Kirtland C. Peterson 143 31. Customer Dialogue by Kevin Daley 147 32. Reciprocal Relationships by Stephen R. Covey

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