Table of Contents

1. THE CUSTOMER SERVICE SYNDROME
     Definition
     History
     American Customer Satisfaction
     Customer Service Syndrome in Action
       Disrepect
       Disobediance
       Dishonesty
       Destruction
       Disengagement
     Culture and the Customer Service Syndrome
     Learning Activities
     References

2. SERVICE PROFESSIONALS: THE FRONTLINE TROOPS
     Customer Responsiveness
     Service Professional Philosophy
       Belief 1: Effective service professionals require emotional intelligence skills
       Belief 2: Systems do not foster relationships, people do
       Belief 3: Attracting, retaining and motivating service professionals requires a positive
                      and fun work environment
       Belief 4: Low employee turnover is possible and necessary for delivery reliable and
                      quality customer service
       Belief 5: Emotional and financial investments in service professionals help a
                      business maximize its return on investment and win the war against CSS
     Service Professionals Speak Out
       Customer demands and expectations
       Customer emotions and behaviors
       Dealing with customers and stress
     Learning Activities
     References

3. OVERCOMING CSS BEGINS WITH AN ACTION PLAN
     Action Plan steps
        Step 1: Assess the current impact of CSS
        Step 2: Establish CSS benchmarks
        Step 3: Identify and implement strategic actions for achieving desired outcomes
        Step 4: Manage change
        Step 5: Promote action
        Step 6: Lead
     The Resilient Organization
       Embracing reality
       Making meaning in difficult times
       Improvising

4. MANAGE EXPECTATIONS
     Reliability
        If a response is promised, it must happen according to the specifications directly
                 or indirectly communicated to the customer
        The service guarantee should be specific and void of puffery
        Service professionals must be properly trained
      Responsiveness
         Empower service professionals to perform tasks and make decisions
         Provide customers with specific times for service accomplishments
         Establish service standards for routine and recurring tasks
         Educate customers on the best methods for accessing service information or
                 handling requests
     Assurance
        Always tell customers the truth
        Carefully change business rules
        Be a good corporate citizen
        Establish credibility
     Empathy
       Build emotional muscle
       Prepare for complainers
       Treat everyone with respect
     Tangibles
        Provide realistic and accurate physical images and descriptions in all
                communication mediums
       Create comfortable customer service areas
     Learning Activities
     References

5. BUILD EMPLOYEE ALLEGIANCE
     Be the Employer of Choice
     Leverage Employee Strengths
     Make the Job More Rewarding
        Skill variety
        Task identity
        Task significance
        Autonomy
        Feedback
     Promote Team Cohesion
     Set Realistic Employee Expectations
     Make New Employees Feel Welcome
     Encourage Informal Employee Gatherings
     The Customer is Not Always Right
     Design Usable Customer Service Delivery Systems
        Reducing eye fatigue
        Avoiding unnatural body positions
        Creating a productive work environment
      Learning Activities
      References

6. HIRE THE RIGHT EMPLOYEES AND LEVERAGE THEIR NATURAL
    TALENTS
       Systemize the Hiring Process
       Select Appropriate Evaluation Criteria and Tools
          Skills and knowledge
          Natural tendency to act
          Personality
        Quality Assurance Teams and the Kolbe Concept
         Dealing with Change
         Conclusion
         Learning Activities
         References

7. DAILY CUSTOMER SERVICE JOURNAL