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Title -- Copyright -- About the Author -- Contents -- Sneak Preview: The Big Picture -- Personal Customer Satisfaction Action Plan -- YOUR PERSONAL SATISFACTION ACTION PLAN -- PART 1 CLEARING THE BARRIERS -- CHAPTER 1 How Customer Relationship Skills Can Build Your Success -- Building Customer Relationships for Repeat Business -- The call -- The turning point -- Shift Your Focus -- The secret -- Success Stories -- Success Stories -- SUCCESS STORY 1 Ann Puts Up a Sign -- SUCCESS STORY 2 Bill Suspects Burnout -- SUCCESS STORY 3 Blair Frames Her Boss -- SUCCESS STORY 4 Jeff Breaks a Record -- WRITING YOUR OWN SUCCESS STORIES -- CHAPTER 2 Dealing with Difficult People -- Job Frustrations and Difficult People -- Seven Frequent Frustrations -- CHECK FOR FRUSTRATIONS AND CHALLENGES -- Situation 1 -- Situation 2 -- Situation 3 -- The Secret of Success -- A Personal Case -- LISTEN FOR THESE SIGNALS -- Save Time by Taking Situations Professionally -- A Paid Professional -- Keep the Spotlight on the Issue -- Techniques for Keeping the Spotlight on the Issue -- CHAPTER 3 Burnout-Threat to Customer Satisfaction -- Eight Common Signs of Burnout -- REVIEW THE SIGNS -- Additional Signs of Burnout -- DISCOVER YOUR EARLY WARNING SIGNS -- Five Techniques for Preventing Burnout -- Burnout Prevention 1: Exercise Daily -- Burnout Prevention 2: Take Care of Your Own Needs -- Burnout Prevention 3: Work Toward Measurable Targets -- TARGETS HELP YOU APPRECIATE YOUR ACCOMPLISHMENTS -- TARGETS TURN ON YOUR CREATIVITY -- TARGETS MAKE YOUR JOB EASIER -- Sample Targets to Stimulate Your Thinking -- YOU CAN DESIGN YOUR TARGETS -- Burnout Prevention 4: Say What You Feel, Directly and Skillfully -- Getting It Out -- BURNOUT AND COMPLAINING- AVOID THE TEMPTATION -- GIVE YOURSELF A HEAD START -- Burnout Prevention 5: Do Good Things for Your Spirit -- Spirit Raisers.
CHAPTER 4 The Secret to Getting More Cooperation -- Working as Partners- Treating Your Boss as a Customer -- CASE STUDY Blair and the New Boss -- TREAT YOUR BOSS AS A CUSTOMER -- Some Questions for You -- TREAT CO-WORKERS AS CUSTOMERS, TOO -- "BUT I DON'T HAVE CUSTOMERS" -- Updating Your Beliefs -- A Close Look at Cooperation -- A Selfish and Successful Strategy for Getting More Cooperation -- FOR COOPERATIVE PARTNERSHIPS, TREAT EACH PERSON AS A CUSTOMER -- Roadblocks to Avoid -- Roadblock 1: "He isn't a customer: He is just someone I work with." -- Roadblock 2: "But you don't know the people I work with." -- Roadblock 3: "I don't have time." -- Roadblock 4: "But this approach doesn't always work." -- Roadblock 5: "Why should I? I'm the customer." -- MORE ROADBLOCKS TO SUCCESS -- PART 2 BUILDING THE FOUNDATION -- CHAPTER 5 The Problem with Customer Service -- Satisfaction Is Defined by the Customer -- Why Satisfaction Is Better than Service -- CASE STUDY Tom and the Two-Hour Trouble -- Meet the Requirements of the People You Serve -- Customer Satisfaction Is Easier When You Have Targets -- TARGETS BY ANY NAME -- WHO ESTABLISHES YOUR TARGETS? -- When the Target is Provided by Your Manager -- MAKE SURE YOU KNOW THE PURPOSE OF THE TARGET -- When You Help Define the Target -- A Shortcut for Defining Targets -- ARM YOURSELF WITH WRITTEN TARGETS -- The Pleasant Payoff -- AIM FOR SATISFACTION -- CHAPTER 6 The Customer Is Not Always Right, But… -- The Customer is Always the Customer -- Blaming- A Barrier to Problem Solving -- BELIEFS AS A BARRIER TO PROBLEM SOLVING -- Uncover Your Beliefs About Problem Solving -- Shortcut to Stopping the Blame Habit -- CASE STUDY Sandy Steps Out of the Victim Role -- Seven Practical Steps to Customer Problem Solving -- Step 1: Express Respect -- EXAMPLE TO STIMULATE YOUR THINKING -- CALMING LANGUAGE THAT EXPRESSES RESPECT.
Select Your Own Calming Statements -- CASE STUDY George -- Questions for Discussion -- Step 2: Listen to Understand -- CASE STUDY The Benefits of Listening to Understand -- Step 3: Uncover the Expectations -- Step 4: Repeat the Specifics -- Step 5: Outline the Solution or Alternatives -- Step 6: Take Action and Follow Through -- Step 7: Double-Check for Satisfaction -- SOLVING PROBLEMS AND SELF-PROTECTION -- PART 3 USING THE TOOLS -- CHAPTER 7 Getting What You Want -- Make It Easy for Others to Cooperate with You -- Six Cooperation Techniques -- Technique 1: Use a warm and cooperative tone of voice -- DEEP BREATHING -- VIGOROUS EXERCISE -- Technique 2: To build confidence, use "I will…" -- Technique 3: To reduce frustration, use "Will you…?" -- A quick way to replace language that can offend -- Technique 4: To say no courteously, use "You can…" -- Positive Options for " No" -- Technique 5: To save time, give the reason first -- How to Say "Why" First -- Technique 6: To reduce tension, call anyway -- CHAPTER 8 Building Motivation with Customer Feedback -- People Need to Know How They Are Doing -- The Missing Ingredient -- CHECK FOR CUSTOMER SATISFACTION -- WHAT HAS HAPPENED TO YOU? -- CASE STUDY: Greg and Customer Feedback -- A Simple System for Obtaining Feedback -- THREE PLUSES AND THREE MINUSES -- Protect Yourself with Ongoing Feedback -- Get Going on Customer Feedback -- Get Systematic Feedback from Your Customers -- Sample Customer Survey -- The Best Kind of Customer Feedback -- CONSIDER YOUR OWN RESPONSIBILITIES -- TALK ABOUT CUSTOMER FEEDBACK -- CHAPTER 9 How to Keep It Going -- Success Secret 1: Give Yourself More Blue Ribbons -- Success Secret 2: Hand Out More Blue Ribbons -- Success Secret 3: Treat This Book as a Tool Kit -- CASE STUDY Sarah Shares Her Story -- Remember the Customer Satisfaction Essentials.
BUILDING CUSTOMER RELATIONSHIPS FOR REPEAT BUSINESS -- REMEMBER -- A STORY The Third Stonecutter and Customer Relationships -- Your Feedback Is Important -- Author's Suggested Responses.
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Customer satisfaction [[electronic resource] ] : practical tools for building important relationships / / Dru Scott
