Titolo: Customer Service Best Practices
Casa editrice: Jaico Publishing House
Data di pubblicazione: 2005
Condizione libro: very good
Gently used. Expect delivery in 2-3 weeks. Codice inventario libreria 9788179921814-3
Riassunto: This practical new resource book includes 38 carefully chosen articles, training tools, case studies and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes.
With an emphasis on what, why, and especially how-to, the information in this book will help customer service managers, trainers, and frontline associates develop more effective policies and procedures.
Materials are Fully Reproducible!
All materials are fully reproducible which makes them especially useful as handouts, job aids, newsletter items, and training tools. In addition, selected resources are included on diskette for easy customization and reproduction. We make it easy for you to add, delete, or change information to suit your special needs. All materials are provided in Microsoft Word, so within minutes you can add your company name and logo to give your resources a customized look.
Tools and Resources Included
How to quantify the payoff in improved customer service
Special section on customer service and the internet
Special appendix-benchmarking your customer service with findings from the
1996 International Customer Service Association (ICSA) study
38-item self assessment to evaluate your current service level
Coaching for customer service
Training tips for telephone customer service
Includes Original Contributions by
L'autore: Ron Zemke is one of the foremost leaders in America's ongoing customer service revolution. He is internationally recognized for his pioneering research and prolific writings on service quality, customer care and loyalty, and creating a customer-driven organizational culture. In addition to writing hundreds of articles, he is the author or co-author of 30 books, including Service America in the New Economy, e-Service, and Generations at Work. He also wrote or co-wrote all seven books in the best-selling Knock Your Socks Off Service series, and provided the revisions for the third edition of DELIVERING KNOCK YOUR SOCKS OFF SERVICE, (AMACOM).
Zemke is the founder and president of Performance Research Associates (PRA), a global consultant to Fortune 500 corporations, medium-size businesses, and non-profits on vital matters of customer service. PRA's roster of distinguished clients includes American Express Financial Advisors, GlaxoSmithKline, Harley-Davison, Microsoft, Motorola, PriceWaterhouseCoopers, Prudential Insurance, Turner Broadcasting System, Universal Studios Theme Parks, and Wachovia Bank & Trust. He is also senior editor of Training magazine, a syndicated columnist for the American City Business Journals, and acts as a host in five films about the service management process.
A highly sought keynote speaker, workshop leader, and guest expert, Zemke has won numerous awards for his contributions to the customer service profession and the training and development field. Named one of America's New Quality Gurus by Quality Digest magazine in 1995, he also holds a Mobius award from the Society of Consumer Affairs Professionals and the Thomas F. Gilbert Distinguished Professional Achievement Award from the International Society of Performance and Instruction.
Metodi di pagamento
La libreria accetta i seguenti metodi di pagamento:
Libreria AbeBooks dal: 13 giugno 2014
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