Effective Customer Service : Ten Steps for Technical Professions » (1st Edition)

This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and constructions firms. It provides readers with a ten-step model for quality customer service, and an understanding of how customers define value. The book¿s “customer-is-king philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and global market.

The ten-step model explains in detail how to understand customer service and its importance; set the tone and company-wide expectations; identify what your customers want; benchmark the company¿s processes; compare actual performance against benchmarks, identify root causes; provide customer service training for all employees; turn difficult and dissatisfied customers into loyal life long customers; communicate effectively and often with customers; establish internal customer satisfaction; and establish a customer-oriented culture.

For customer-driven businesses—especially engineering, manufacturing, and construction companies.

1. Understand Effective Customer Service and Its Importance.


2. Set the Tone and Companywide Expectations.


3. Identify What Your Customers Want.


4. Benchmark the Company's Processes.


5. Compare Actual Performance Against Benchmarks, Identify Root Causes of Performance Problems, and Make Improvements.


6. Provide Training for Employees and Customers.


7. Turn Difficult and Dissatisfied Customers Into Loyal Repeat Customers.


8. Communicate Effectively and Often With Customers.


9. Establish Internal Customer Satisfaction.


10. Establish a Customer-Oriented Culture.


Index.