Book ~ "The Customer Service Solution" (2013) Sriram Dasu and Richard Chase

From Goodreads ~ "The Customer Service Solution" explains how consumers perceive services and shows you how to enhance the customer experience - every time.

In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty.

What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't - and learn exactly why customers respond and behave the way they do.

With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales.

"The Customer Service Solution" illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions.

This book will show you how to:

• Shape and manage customer perceptions 
• Understand implicit versus explicit outcomes 
• Develop the roles of control and choice among buyers 
• Design emotionally intelligent processes 
• Build trust among customers

Whatever your business may be - healthcare, hospitality, financial services, e-commerce, and more - this book is an essential tool to help you increase profits by leveraging your company's customer experience.

Regardless of the industry you work in or the job you do, chances are that you have some contact with a customer or client, whether it's an internal or an external customer.  No matter how well you (or your company) think you are relating to customers, it wouldn't hurt to read this book to ensure/confirm that you are doing the right thing or to improve what you are currently doing.  No doubt there is always room for improvement, right?

This book walks you through the process with the following chapters:

1. Customer service solutions:  leveraging customer psychology to design service operations
2. Designing emotionally intelligent processes
3. Engendering your customers' trust
4. Shaping your customers' perceptions of control
5. Sequencing the experience
6. Time warp:  duration management
7. Attribution:  ensuring that you get your due
8. Putting the concepts to work

There are lots of real-life examples in the chapters to help you relate.  At the end of each chapter, there is a conclusion to pull together what you'd just read.