Improving customer service isn"t a matter of finding better customer service reps. As Dr. Gary Goodman states, "We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it". In this book Goodman identifies the core behaviors that make up excellent customer serviceas defined by the customerand provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction. Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone. Goodman identifies the twenty-four communication factors that promote customer service and presents TEAMeasures (Telephone Effectiveness Assessment Measures) to help managers measure...