Practical Handbook of CUSTOMER SERVICE OPERATIONS

1. Customer Service Is . . ..- 2. What Is a Customer?.- 3. The Customer Service Mission.- 4. The Customer Service Department: Organization and Responsibilities.- 5. What's Expected of the Customer Service Department.- 6. The Customer Service Cycle.- 7. Identifying Customer Service Failures.- 8. Customer Service as Profit Center.- 9. Productivity and Capacity Utilization.- 10. Setting Standards and Measuring Performance.- 11. Customer Service Research.- 12. Customer Service Costs.- 13. Profit Leaks . . . and Profit Contributions.- 14. The Five Most Common Error Sources-and What to Do About Them.- 15. Converting Good Will into Profit.- 16. Improving the Customer Service Department's Public Relations.- 17. Dealing with Sensitive Issues in Customer Service.- 18. Realistic Personnel Policies for the Customer Service Department.- 19. Improving Employee Morale and Motivation.- 20. Customer Communications: Telephone Systems and Procedures.- 21. Communications: Inside Selling and Telemarketing.- 22. Communications: The Written (and Printed) Word.- 23. The How and Why of Setting Complaint Policies.- 24. Organizing the Complaint System Proactively.- 25. Training Personnel in Effective Complaint Handling.- Appendix A..- Professional Organizations for Distribution Customer Service Managers.- Appendix B..- Typical Job Descriptions for Customer Service Positions.- Appendix C..- How to Determine the Number of Telephone Lines Needed to Provide Customer Service.- Appendix D..- 1984 Survey on Claims and Returns.- Appendix E..- An Approach to Measuring Group Performance in the Customer Service Department.- Appendix F..