Customer Service
Table of Contents
Chapter 1 The Importance of Customer Service to Your Business
What the Customer Buys
What is Customer Service?
Impact of Customer Service
Making a Positive Impression
Completing the Cycle
Chapter 2 Basic Concepts for Higher Quality Customer Service
Who Is the Customer?
High-Quality Customer Service
Systems Management Approach
The Service-Profit Chain
Chapter 3 Identifying Customer Expectations
Identifying Internal Customer Expectations
Determining External Customer Expectations
Obtaining Feedback from Internal and External Customers
Chapter 4 Ensuring Consistent Customer Service Value
Proper and Effective Communication with the Customer
Guest Satisfaction Through Suggestive Selling
Managing the Pace and Flow of Service
Service Recovery
Chapter 5 Ensuring Profit
Proper Procedures for Accepting Payment
Security Issues Dealing with Credit or Debit Card Payments
Point-of-Sales Issues Affecting Profit
To-Go, Delivery, and Drive-Through Orders
