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Effective Customer Service

Taille reliureEffective Customer Service
ISBN/GTIN
CHF71.30
2.6 % TVA incluse

Produit

RésuméCustomer service is a critical issue for organizations attempting to survive and thrive in the competitive arena of global business. Effective Customer Service: Ten Steps for Technical Professions treats the subject of customer service from the perspective of engineering, manufacturing, construction, and other technical professions.
This step-by-step guide makes the case for becoming a customer-driven company provides a ten-step model for achieving effective customer service explains those steps in detail
RésuméTreats the subject of customer service from the perspective of engineering, manufacturing, and construction firms. This book is useful for Customer Service courses found in both 2 year and 4 year engineering technology, manufacturing technology, construction technology or quality control programs.
Détails
ISBN/GTIN978-0-13-048529-8
Type de produitLivre
Type de reliureCartonné
Année de parution2003
SériePrentice Hall
Pages304 pages
LangueAnglais
Poids450 g
Id-produit de l'éditeur48529PH1
BZ n°19784619

Contenu/Critiques

Table des matières
1. Understand Effective Customer Service and Its Importance.


 2. Set the Tone and Companywide Expectations.


 3. Identify What Your Customers Want.


 4. Benchmark the Company's Processes.


 5. Compare Actual Performance Against Benchmarks, Identify Root Causes of Performance Problems, and Make Improvements.


 6. Provide Training for Employees and Customers.


 7. Turn Difficult and Dissatisfied Customers Into Loyal Repeat Customers.


 8. Communicate Effectively and Often With Customers.


 9. Establish Internal Customer Satisfaction.


 10. Establish a Customer-Oriented Culture.


 Index.plus

Auteur

David L. Goetsch is Provost of the Joint Campus of the University of West Florida and Okaloosa-Walton Community College and Professor of Quality, Management, and Safety. Dr. Goetsch is also President and CEO of the Institute for Continual Improvement, a private consulting firm dedicated to the continual improvement of employees, organizations, and communities. Dr. Goetsch welcomes feedback from his readers and may be contacted at the following email address: ddsg200l@cox.net.

Stanley Davis is Professor of Quality Management at Okaloosa-Walton Community College and CEO of Stan Davis Consulting.
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