The Resource The customer service solution : managing emotions, trust, and control to win your customer's business, by Sriram Dasu and Richard Chase, (electronic resource)

The customer service solution : managing emotions, trust, and control to win your customer's business, by Sriram Dasu and Richard Chase, (electronic resource)

Label
The customer service solution : managing emotions, trust, and control to win your customer's business
Title
The customer service solution
Title remainder
managing emotions, trust, and control to win your customer's business
Statement of responsibility
by Sriram Dasu and Richard Chase
Creator
Contributor
Subject
Genre
Language
eng
Cataloging source
UMI
http://library.link/vocab/creatorName
Dasu, Sriram
Illustrations
illustrations
Index
index present
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
Chase, Richard B
http://library.link/vocab/subjectName
  • Customer relations
  • Customer services
  • Service industries
Label
The customer service solution : managing emotions, trust, and control to win your customer's business, by Sriram Dasu and Richard Chase, (electronic resource)
Link
https://mcpl.idm.oclc.org/login?url=http://proquestcombo.safaribooksonline.com/?uiCode=midcontpl&xmlId=9780071809931
Instantiates
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • 6
  • 117
  • Sequence Impacts Your Customers' Perceptions
  • 118
  • Customers' Preferences for Separating or Combining Events
  • 125
  • Sequencing When There Are Multiple Encounters
  • 126
  • Designing the Sequence
  • 128
  • Sequence Theory Matters for Your Employees
  • It Is All About Your Customers' Perceptions
  • 133
  • Principles for Sequencing the Encounter
  • 134
  • Self Quiz: DSL Help Desk
  • 135
  • Chapter 6
  • Time Warp: Duration Management
  • 139
  • Perception Is Everything When It Comes to Time
  • 140
  • 7
  • Temporal Distortions
  • 141
  • Factors That Influence Duration Judgments
  • 146
  • Value of Time
  • 147
  • Factors That Alter Your Customers' Valuation of Time
  • 147
  • Pacing and Cultural Intelligence
  • 149
  • Factors That Shape Your Customers' Perceptions
  • Reducing Your Customers' Perceived Duration of the Wait
  • 150
  • Build Your Customers' Anticipation for Positive Outcomes
  • 162
  • Enhance Value-Added Activities
  • 164
  • Conclusion
  • 167
  • Chapter 7
  • Attribution: Ensuring that You Get Your Due
  • 8
  • 169
  • Subjective Perceptions
  • 170
  • Do Your Customers Recognize a Success or a Failure?
  • 172
  • How Your Customers May Discern the Cause
  • 173
  • When Memory Plays Attribution Tricks
  • 177
  • How Your Customers May Assign Responsibility
  • A Scientific Approach to Delivering Great Experiences
  • 179
  • Feeling the Hurt
  • 182
  • Channeling Your Customers' Attribution
  • 184
  • Principles for Managing Attribution
  • 191
  • Chapter 8
  • Putting the Concepts to Work
  • 193
  • 20
  • Identify the Relevant Psychological Factors
  • 195
  • Develop Service Experience Improvement Projects
  • 199
  • Project Examples
  • 202
  • Think in Terms of Three Ts and Four Ps
  • 206
  • ETCs for Employees
  • 207
  • Beyond the Encounter: Memory Management
  • 21
  • Chapter 2
  • Chapter 1
  • Designing Emotionally Intelligent Processes
  • 23
  • Emotions 101
  • 24
  • Services Differ in Their Emotional Content
  • 29
  • Emotions and Emotional Intelligence
  • 31
  • Factors That Drive Your Customers' Emotions
  • 31
  • Customer Service Solutions: Leveraging Customer Psychology to Design Service Operations
  • Tiered Approach for Shaping Emotions
  • 36
  • Designing Emotional Themes
  • 37
  • Creating Processes to Deliver the Emotional Theme
  • 44
  • Blueprints for Tracking Your Customers' Emotions
  • 47
  • Segmenting Your Customers
  • 52
  • 1
  • Responding to Your Customers' Transaction History
  • 54
  • A Limited Approach to Managing Emotions
  • 55
  • Key Principles for Designing for Optimal Emotional Impact
  • 56
  • Conclusion
  • 56
  • Chapter 3
  • Engendering Your Customers' Trust
  • Implicit Outcomes Are Important for Your Customers
  • 59
  • Market Mechanisms for Reducing Risk for Your Customer
  • 61
  • Benefits of Trust
  • 62
  • Components of Trust
  • 63
  • Whom Does Your Customer Trust: The Firm or the Employee?
  • 65
  • Moments That Influence Trust
  • 2
  • 67
  • Cues to Trustworthiness Before the Encounter
  • 69
  • Calculated Versus Blind Trust
  • 72
  • Cues to Trustworthiness During the Encounter
  • 73
  • Building Your Trust Fund
  • 79
  • Key Principles for Building Trust
  • Types of Knowledge Needed for Delivering Implicit Outcomes
  • 87
  • Chapter 4
  • Shaping Your Customers' Perceptions of Control
  • 89
  • Control Matters
  • 90
  • Components of Control: Behavioral and Cognitive Control
  • 91
  • Moments That Influence Your Customers' Perception of Control
  • 92
  • 3
  • Battles for Control
  • 93
  • Allocating Control to Your Customer Through Choice
  • 96
  • Allocating Control to Your Customer Through Self-Service
  • 99
  • Framework for Sharing Control with Your Customers
  • 102
  • Enhancing Your Customers' Perceived Control
  • 106
  • Parsing the Service Encounter
  • Devise Mistake-Proof Processes
  • 111
  • Manage Server Behavior
  • 112
  • Sway with Social Proofing
  • 113
  • Conclusion
  • 114
  • Chapter 5
  • Sequencing the Experience
Control code
865474331
Dimensions
unknown
Extent
1 online resource (1 volume)
Form of item
  • online
  • electronic
Isbn
9780071809993
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
Sound
unknown sound
Specific material designation
remote
Stock number
CL0500000350
System control number
  • (Sirsi) 865474331
  • (OCoLC)865474331
Label
The customer service solution : managing emotions, trust, and control to win your customer's business, by Sriram Dasu and Richard Chase, (electronic resource)
Link
https://mcpl.idm.oclc.org/login?url=http://proquestcombo.safaribooksonline.com/?uiCode=midcontpl&xmlId=9780071809931
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • 6
  • 117
  • Sequence Impacts Your Customers' Perceptions
  • 118
  • Customers' Preferences for Separating or Combining Events
  • 125
  • Sequencing When There Are Multiple Encounters
  • 126
  • Designing the Sequence
  • 128
  • Sequence Theory Matters for Your Employees
  • It Is All About Your Customers' Perceptions
  • 133
  • Principles for Sequencing the Encounter
  • 134
  • Self Quiz: DSL Help Desk
  • 135
  • Chapter 6
  • Time Warp: Duration Management
  • 139
  • Perception Is Everything When It Comes to Time
  • 140
  • 7
  • Temporal Distortions
  • 141
  • Factors That Influence Duration Judgments
  • 146
  • Value of Time
  • 147
  • Factors That Alter Your Customers' Valuation of Time
  • 147
  • Pacing and Cultural Intelligence
  • 149
  • Factors That Shape Your Customers' Perceptions
  • Reducing Your Customers' Perceived Duration of the Wait
  • 150
  • Build Your Customers' Anticipation for Positive Outcomes
  • 162
  • Enhance Value-Added Activities
  • 164
  • Conclusion
  • 167
  • Chapter 7
  • Attribution: Ensuring that You Get Your Due
  • 8
  • 169
  • Subjective Perceptions
  • 170
  • Do Your Customers Recognize a Success or a Failure?
  • 172
  • How Your Customers May Discern the Cause
  • 173
  • When Memory Plays Attribution Tricks
  • 177
  • How Your Customers May Assign Responsibility
  • A Scientific Approach to Delivering Great Experiences
  • 179
  • Feeling the Hurt
  • 182
  • Channeling Your Customers' Attribution
  • 184
  • Principles for Managing Attribution
  • 191
  • Chapter 8
  • Putting the Concepts to Work
  • 193
  • 20
  • Identify the Relevant Psychological Factors
  • 195
  • Develop Service Experience Improvement Projects
  • 199
  • Project Examples
  • 202
  • Think in Terms of Three Ts and Four Ps
  • 206
  • ETCs for Employees
  • 207
  • Beyond the Encounter: Memory Management
  • 21
  • Chapter 2
  • Chapter 1
  • Designing Emotionally Intelligent Processes
  • 23
  • Emotions 101
  • 24
  • Services Differ in Their Emotional Content
  • 29
  • Emotions and Emotional Intelligence
  • 31
  • Factors That Drive Your Customers' Emotions
  • 31
  • Customer Service Solutions: Leveraging Customer Psychology to Design Service Operations
  • Tiered Approach for Shaping Emotions
  • 36
  • Designing Emotional Themes
  • 37
  • Creating Processes to Deliver the Emotional Theme
  • 44
  • Blueprints for Tracking Your Customers' Emotions
  • 47
  • Segmenting Your Customers
  • 52
  • 1
  • Responding to Your Customers' Transaction History
  • 54
  • A Limited Approach to Managing Emotions
  • 55
  • Key Principles for Designing for Optimal Emotional Impact
  • 56
  • Conclusion
  • 56
  • Chapter 3
  • Engendering Your Customers' Trust
  • Implicit Outcomes Are Important for Your Customers
  • 59
  • Market Mechanisms for Reducing Risk for Your Customer
  • 61
  • Benefits of Trust
  • 62
  • Components of Trust
  • 63
  • Whom Does Your Customer Trust: The Firm or the Employee?
  • 65
  • Moments That Influence Trust
  • 2
  • 67
  • Cues to Trustworthiness Before the Encounter
  • 69
  • Calculated Versus Blind Trust
  • 72
  • Cues to Trustworthiness During the Encounter
  • 73
  • Building Your Trust Fund
  • 79
  • Key Principles for Building Trust
  • Types of Knowledge Needed for Delivering Implicit Outcomes
  • 87
  • Chapter 4
  • Shaping Your Customers' Perceptions of Control
  • 89
  • Control Matters
  • 90
  • Components of Control: Behavioral and Cognitive Control
  • 91
  • Moments That Influence Your Customers' Perception of Control
  • 92
  • 3
  • Battles for Control
  • 93
  • Allocating Control to Your Customer Through Choice
  • 96
  • Allocating Control to Your Customer Through Self-Service
  • 99
  • Framework for Sharing Control with Your Customers
  • 102
  • Enhancing Your Customers' Perceived Control
  • 106
  • Parsing the Service Encounter
  • Devise Mistake-Proof Processes
  • 111
  • Manage Server Behavior
  • 112
  • Sway with Social Proofing
  • 113
  • Conclusion
  • 114
  • Chapter 5
  • Sequencing the Experience
Control code
865474331
Dimensions
unknown
Extent
1 online resource (1 volume)
Form of item
  • online
  • electronic
Isbn
9780071809993
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
Sound
unknown sound
Specific material designation
remote
Stock number
CL0500000350
System control number
  • (Sirsi) 865474331
  • (OCoLC)865474331

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