Dangerous Customer Service: Dangerously Great Customer Service...How to Achieve it and Maintain it Impact Innovation

Enhanced descriptions from Syndetics:

Dangerous Customer Service provides real help for real people in the real world.

This book guides managers through the realities and practicalities of great customer service. Dangerous Customer Service shows the reader how to cover the basics: what customers expect from a service and what they will take for granted and how to create the magic that transforms that service into an extra special personal experience. Exercises and real-life examples will help the reader to learn and develop essential customer services including loyalty, training your customer and services across cultures.

Table of contents provided by Syndetics

• Acknowledgements (p. vii)
• Introduction (p. ix)
• 1 Emotional, Rational and Lifetime Loyalty (p. 3)
• 2 Basics and Magic (p. 19)
• 3 In Your Customer's Shoe (Singular) (p. 35)
• 4 Managing for Great Service (p. 51)
• 5 Creating Service Heroes (p. 71)
• 6 Signals of Service (p. 89)
• 7 Training Your Customer (p. 103)
• 8 Rewards and Recognition (p. 119)
• 9 Service across Cultures (p. 133)
• 10 Measuring Customer Service (p. 147)
• 11 Pulling It All Together (p. 163)
• Index (p. 174)