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.
| Основен автор: | Inghilleri, Leonardo. |
|---|---|
| Други автори: | Solomon, Micah. |
| Формат: | Електронна книга |
| Език: | English |
| Публикувано: |
New York :
American Management Association,
℗♭2010.
|
| Предмети: | |
| Онлайн достъп: |
http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=322656 |
| Подобни документи: |
Print version::
Exceptional service, exceptional profit. |
Съдържание:
- 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.