Effective Customer Service

David L. Goetsch

ISBN 10: 0130485292 / ISBN 13: 9780130485298

Editore: Pearson, 2003

International Edition, Paperback, Brand New,ISBN and Cover image may differ but contents similar to U.S. Edition. We ship from multiple Locations including India, We ship to PO , APO and FPO adresses in U.S.A. Choose Expedited Shipping for FASTER DELIVERY.Customer Satisfaction Guaranteed. Codice articolo IN1#9788131785928

Riassunto:

This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and constructions firms. It provides readers with a ten-step model for quality customer service, and an understanding of how customers define value. The book¿s “customer-is-king<<170> philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and global market. KEY TOPICS: The ten-step model explains in detail how to understand customer service and its importance; set the tone and company-wide expectations; identify what your customers want; benchmark the company¿s processes; compare actual performance against benchmarks, identify root causes; provide customer service training for all employees; turn difficult and dissatisfied customers into loyal life long customers; communicate effectively and often with customers; establish internal customer satisfaction; and establish a customer-oriented culture. MARKET: For customer-driven businesses—especially engineering, manufacturing, and construction companies.

Informazioni sull?autore:

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.

Dati bibliografici

Titolo: Effective Customer Service
Casa editrice: Pearson
Data di pubblicazione: 2003
Legatura: Paperback
Condizione: NEW
Edizione: Edizione Internazionale