Customer Service: Career Success through customer loyalty

DESCRIPTION

Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company’s ration of promoters, or Net Promoter Score. Throughout the text, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.

New to this Edition

New! In this updated edition readers will learn:

• Specific behaviors that engage customers
• How to create web sites, email, and messages that delight customers
• Tools for dealing with and recovering unhappy customers
• Ways to exceed expectations in value, information, convenience, and timing
• Skills for managing others in the pursuit of service excellence
• Future directions in customer service and more!

New! A greater emphasis on loyalty-and the latest techniques such as the Net Promoter Score, exceeding expectations, customer-friendly technology etc.

• Discusses ways to measure ongoing customer loyalty.
• Examines how loyalty translates to business growth and development through recommendations, referrals and promotions.

New! Self-evaluations and test questions-reinforce learning.

• Contains a variety of materials such as: summary, key terms and concepts, self-test questions, and application activities.
• Helps readers comprehend and retain chapter material

Call number : HF 5415.5 T55 2008

Location: Siti Hasmah Digital Library (Cyberjaya Campus)

* Kindly check the availability of the book through the GEOWEB