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Exceptional service, exceptional profit : the secrets of building a five-star customer service organization /
The authors focus on battle-tested techniques that are immediately applicable in any business context, allowing you to create unrivaled customer loyalty in your own business context.
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM American Management Association,
[2010]
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| Temas: | |
| Acceso en línea: | Texto completo Texto completo |
Tabla de Contenidos:
- Introduction: The only shop in the marketplace
- The engineer on the ladder: reaching for the highest level of service
- The four elements of customer satisfaction: perfect product, caring delivery, timeliness, and an effective problem resolution process
- Language engineering: every. word. counts.
- Recovery! Turning service failures around
- Keeping track to bring them back: tracking customer roles, goals, and preferences
- Building anticipation into your products and services: putting processes to work for you
- Your people: selection, orientation, training, and reinforcement
- Leadership: guiding the customer-centered organization
- What's worth it, and what's not? Pointers on value, costs, and pricing
- Building customer loyalty online: using the Internet's power to serve your customers and your goals
- Hello/Good-bye: two crucial moments with a customer.