SERVICE FAILURE: THE REAL REASONS EMPLOYEES STRUGGLE WITH CUSTOMER SERVICE AND WHAT YOU CAN DO ABOUT IT

Book ID/图书代码： 00431012B55528

English Summary/英文概要： What causes poor customer service? You might be surprised.

Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company?

Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should. The results can be both surprising and illuminating, such as:

• Company culture doesn’t always support service excellence

• Over-emphasis on cost reduction often increases the cost of service

• Employees are torn between doing the right thing for the customer and following policy

• Poor products and services can make helping the customer nearly impossible

• Employees’ interests often don’t align with company goals

Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.

Chinese Summary/中文概要： 是什么导致失败的客户服务?你可能会感到惊讶。

客户服务的目标已经明确,信息对应并且创建激励项目。但是很多员工依然提供不周到的服务。怎样才能让其运转以达到代表公司形象的目的呢?

并非提供另一组改善客户服务的策略,这本书以一个新颖的方法通过铲除员工不提供他们应该提供的服务的真正原因。结果既能令人惊讶又具启发性,如:

•企业文化并不能总是支持卓越的服务

•过分降低成本往往提高服务成本

•员工在为客户做正确的事和执行政策之间左右为难

•失败的产品和服务几乎不可能帮助客户

•员工的利益往往与公司目标不一致

一旦核心问题被识别出来,这本书提供了整改方案,包括重定辅导工作,回顾政策和程序,明确分工和职责,以及更多。充满从知名组织和最新的科学研究中获得的故事,服务失败能帮助人们克服阻止他们做好的障碍。(LNL)

Awards/获奖情况：

About the Author/作者介绍： JEFF TOISTER 是咨询公司TOISTER性能解决方案公司的主席,并担任客户服务培训师,经理,且做了超过20年的前线员工。

JEFF TOISTER is president of the consulting firm Toister Performance Solutions, Inc., and has worked as a customer service trainer, manager, and frontline employee for over 20 years.

Format:

Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE

Complex/Traditional Chinese/繁体中文：AVAILABLE

Sales in other countries/其他国家销售情况：

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