The book is organized into three sections: Section I: What is Customer Service includes definitions and explains customer service as a process and an outcome. Topics to be addressed would be customer expectations, loyalty, satisfaction-dissatisfaction, products v. service delivery, tangible v. intangible service, measurement, job and industry differences, regional and cultural differences, and organizational impact. Section II: Employees and Customer Service is devoted to HR practices and service delivery. Topics to be discussed will include selection, training, development, motivation, and coaching employees for effective service performance. Several I/O psychologists have developed customer service selection methods including personality, biographical, cognitive, and situational measures through testing, simulations, and interviewing. The negative impacts of quality service delivery on employees will be described. Section III: Organizational Change Management for Service Quality reviews case examples of how one goes about changing and managing customer service in an organization. The section of the book will include authors who share best practice examples and describe what was involved in creating a change in customer service practices. Topics to be covered will be vision, mission, and strategies of service delivery, performance management, creating a service culture, and best practices.
Book Details:
- Author: Lawrence Fogli
- ISBN: 9780470237823
- Year Published: 2006
- Pages: 352
- BISAC: BUS030000, BUSINESS & ECONOMICS/Human Resources & Personnel Management
About the Book and Topic:
The book is organized into three sections: Section I: What is Customer Service includes definitions and explains customer service as a process and an outcome. Topics to be addressed would be customer expectations, loyalty, satisfaction-dissatisfaction, products v. service delivery, tangible v. intangible service, measurement, job and industry differences, regional and cultural differences, and organizational impact. Section II: Employees and Customer Service is devoted to HR practices and service delivery. Topics to be discussed will include selection, training, development, motivation, and coaching employees for effective service performance. Several I/O psychologists have developed customer service selection methods including personality, biographical, cognitive, and situational measures through testing, simulations, and interviewing. The negative impacts of quality service delivery on employees will be described. Section III: Organizational Change Management for Service Quality reviews case examples of how one goes about changing and managing customer service in an organization. The section of the book will include authors who share best practice examples and describe what was involved in creating a change in customer service practices. Topics to be covered will be vision, mission, and strategies of service delivery, performance management, creating a service culture, and best practices.
Improving customer service is a vital strategy for organizational survival and business, marketing, and psychological research and practice provide a wealth of knowledge about customer service. As more business professionals business executives, HR managers, general supervisors, I/O psychologists are now profoundly invested in improving customer service, there is an increased need for the integration of the research, methods, and practices of customer service delivery for professional practice. This book will provide a common understanding of customer service as a framework and an outcome as well as offer a vehicle for sharing knowledge for best practices in customer service delivery.
The Customer Service Buzz. According to research conducted by SIOP, Customer Service Delivery tops the list of hot topics. Best Practices. This book not only provides a common understanding of customer service as a framework and an outcome, it offers best practices in customer service delivery. Topics to be covered will be vision, mission, and strategies of service delivery, performance management, creating a service culture, and best practices. Comprehensive Review. Topics to be discussed include selection, training, development, motivation, and coaching employees for effective service performance. The negative impacts of quality service delivery on employees will also be described. Consolidates Research. Though business, marketing, and psychological research provides a wealth of knowledge about customer service, currently no integration of the research, methods, and practices of customer service delivery exists in a single volume for professional practice. This book will integrate research and practices to provide for common understanding and sharing of knowledge for best practices in customer service delivery. Best-in-Field Contributors and Research. Chapters and best practices feature Ron Zemke (author of the best-selling Knock Your Socks Service series), David Dickter of PSI, Inc, Jerry Kehoe and Eric Braverman of AT&T, and Seymour Adler of AON Consulting, and features the best research on customer service, especially from University of Maryland, Penn State, and Gantz Wiley Research.
About the Author
Lawrence Fogli is president and CEO of People Focus, a leading consulting firm providing business solutions in the design and implementation of management and human resource systems. As a corporate executive of human resource activities and as an external consultant, Larry has had substantial experience in the financial, retail, manufacturing, professional sports, entertainment, and insurance industries. He has expertise in both strategic and specific functional human resource areas. Larry has taught courses in human resource management and organizational behavior at the University of California-Berkeley, California State University-Hayward, and San Francisco State University. He received his PhD from the University of California-Berkeley. He lives in Pleasant Hill, CA. Jennifer Ukei is with People Focus.