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Practical Handbook of CUSTOMER SERVICE OPERATIONS

  • Book
  • © 1989

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Authors:
  1. Warren Blanding
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Table of contents (25 chapters)

  1. Front Matter

    Pages I-XX
    Download chapter PDF

  2. Customer Service is...

    • Warren Blanding
    Pages 1-13

  3. What is a Customer?

    • Warren Blanding
    Pages 15-25

  4. The Customer Service Mission

    • Warren Blanding
    Pages 27-44

  5. The Customer Service Department: Organization and Responsibilities

    • Warren Blanding
    Pages 45-62

  6. What’s Expected of the Customer Service Department

    • Warren Blanding
    Pages 63-73

  7. The Customer Service Cycle

    • Warren Blanding
    Pages 75-79

  8. Identifying Customer Service Failures

    • Warren Blanding
    Pages 81-92

  9. Customer Service as Profit Center

    • Warren Blanding
    Pages 93-101

  10. Productivity and Capacity Utilization

    • Warren Blanding
    Pages 103-127

  11. Setting Standards and Measuring Performance

    • Warren Blanding
    Pages 129-162

  12. Customer Service Research

    • Warren Blanding
    Pages 163-196

  13. Customer Service Costs

    • Warren Blanding
    Pages 197-221

  14. Profit Leaks . . . And Profit Contributions

    • Warren Blanding
    Pages 223-241

  15. The Five Most Common Error Sources—And What to Do About Them

    • Warren Blanding
    Pages 243-272

  16. Converting Good Will Into Profit

    • Warren Blanding
    Pages 273-296

  17. Improving the Customer Service Department’s Public Relations

    • Warren Blanding
    Pages 297-316

  18. Dealing with Sensitive Issues in Customer Service

    • Warren Blanding
    Pages 317-334

  19. Realistic Personnel Policies for the Customer Service Department

    • Warren Blanding
    Pages 335-357

  20. Improving Employee Morale and Motivation

    • Warren Blanding
    Pages 359-375
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Keywords

About this book

Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi­ vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought­ starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.

Bibliographic Information

  • Book Title: Practical Handbook of CUSTOMER SERVICE OPERATIONS

  • Authors: Warren Blanding

  • DOI: https://doi.org/10.1007/978-1-4613-1645-9

  • Publisher: Springer New York, NY

  • eBook Packages: Springer Book Archive

  • Copyright Information: International Thomson Transport Press 1989

  • Hardcover ISBN: 978-0-87408-049-0Published: 30 November 1990

  • Softcover ISBN: 978-1-4612-8911-1Published: 05 October 2011

  • eBook ISBN: 978-1-4613-1645-9Published: 06 December 2012

  • Edition Number: 1

  • Number of Pages: XX, 564

  • Topics: Business and Management, general

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