Customer Service - Brossura

Brossura

ISBN 10: 0702177962 ISBN 13: 9780702177965

Casa editrice: Juta Academic, 2011

Riassunto

In a society where customers are becoming more informed, more protected, and more demanding than in the past, it makes good business sense to ensure a high level of customer service. This book draws together the important issues regarding customer service and addresses the key elements that need to be considered when developing a service strategy for a business. As it stresses the importance and role of verbal and nonverbal communication, this handbook highlights the causes of service failures and provides advice on how to fix them. Arguing that quality, value, expectation, and satisfaction form the foundation of service strategy, this guide also outlines the concept of customer experience management and how to apply it to a business, whether it be big or small.

Su questo libro

Informazioni sull?autore

R. Machado is a senior lecturer at the University of South Africa. C. Diggines is a senior lecturer at the University of South Africa and the coeditor of Marketing Research.

Dettagli dell'edizione

• Editore: Juta Academic
• Data di pubblicazione: 2011
• Lingua: Inglese
• ISBN 10: 0702177962
• ISBN 13: 9780702177965
• Rilegatura: Copertina flessibile
• Numero di pagine: 196
• Redattore: Diggines Colin, Machado Ricardo
• Contatto del produttore: non disponibile
• Persona responsabile: non disponibile