Customer Service Delivery
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Customer Service Delivery
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Author : Lawrence Fogli
language : en
Publisher: John Wiley & Sons
Release Date : 2006-02-02
Customer Service Delivery written by Lawrence Fogli and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-02-02 with Business & Economics categories.
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Principles Of Customer Service
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Author : Bert Mullings
language : en
Publisher:
Release Date : 2008-04-28
Principles Of Customer Service written by Bert Mullings and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-28 with categories.
Principles of customer service clearly redefines the key principles necessary for service professionals and organizations to function at optimal levels in their pursuit to deliver quality customer service. The author redefines customer service with clarity and precision giving readers a more modern and applicable understanding of its context. The book takes a systematic approach at how customer service should be executed and the need for service organizations to take relevant steps to address operational deficiencies. The book is user friendly and can be used to redefine customer service cultures, address customer service satisfaction inefficiencies, customer service delivery issues and the need for service organizations to develop customer service awareness as part of the customer service cycle. Principles of customer service also takes a close look at customer service research methodologies and the relevance of utilizing research as a measurement tool that guides the total service delivery and follow-up process. In addition, this book provides a wide selection of customer service models that can be used to address customer service issues and problems; as well as provide clarity of vision to a better understanding of how customer service should be executed and managed in a dynamic environment. The book incorporates case studies and end of chapter questions to expand the reader's understanding and knowledge of the text material. This book can be used as course material to retrain persons working in the hospitality industry, service organizations including insurance companies; and more importantly, government ministries and agencies to improve service delivery and increase productivity. This book is also a key resource and can be used as a general educational course for almost every sphere of academic, technical and vocational training program and or degree.
Delivering Quality Service
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Author : Valarie A. Zeithaml
language : en
Publisher: Simon and Schuster
Release Date : 2010-05-11
Delivering Quality Service written by Valarie A. Zeithaml and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05-11 with Business & Economics categories.
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
The Absolutely Unbreakable Rules Of Service Delivery How To Manage Your Business To Maximize Customer Service Profit And Employee Culture
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Author : Karl W. Palachuk
language : en
Publisher:
Release Date : 2020-07-31
The Absolutely Unbreakable Rules Of Service Delivery How To Manage Your Business To Maximize Customer Service Profit And Employee Culture written by Karl W. Palachuk and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-07-31 with Business & Economics categories.
How To Deliver Good Customer Service
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Author : Clive Harman
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2018-01-22
How To Deliver Good Customer Service written by Clive Harman and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-01-22 with categories.
Here's How You Can Quickly and Easily Get to learn all You Want to Know About "How to Deliver Customer Service" Without Leaving Your Home! You will be able to learn in Customer Service -Stand head and shoulders above the competition -Exceed customer expectations and encourage repeat business -Increase business through word of mouth recommendations -Attract higher quality staff and improve staff retention -To recognise that customer service is the key to successful, profitable and enjoyable business. The concept of 'Customer Service' is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation. That if Customers are treated properly by staff who understand the importance of their role and how to fulfil it so as to maximise benefit to the company. Sounds too good to be true? Well, it isn't if you have the right training But instead of knocking yourself out trying to come up with just the right Information, you can now have it inside a new book called: How to Deliver Customer Service Which of These Powerful Techniques Could You Use after Learning? -Benefits of customer care -For Stages of customer Care -Barriers to Customer care -How to Make contact -Customer follow-up -Loyalty Marketing Programme -Handling customer complaints -Avoiding driving customers away -Dealing with difficult customers
Excuses Excuses Excuses
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Author : Darryl S. Doane
language : en
Publisher: Human Resource Development
Release Date : 2001
Excuses Excuses Excuses written by Darryl S. Doane and has been published by Human Resource Development this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
"This book is about everyday excuses we hear for not giving excellent customer service and how to shoot those excuses down"--Page 1.
Service Design And Delivery
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Author : Mairi Macintyre
language : en
Publisher: Springer Science & Business Media
Release Date : 2011-04-02
Service Design And Delivery written by Mairi Macintyre and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-04-02 with Business & Economics categories.
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
A Vision And Implementation Strategy For Improved Customer Oriented Service Delivery
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Author :
language : en
Publisher:
Release Date : 1995
A Vision And Implementation Strategy For Improved Customer Oriented Service Delivery written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Administrative agencies categories.
Branded Customer Service
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Author : Janelle Barlow
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2006-09-14
Branded Customer Service written by Janelle Barlow and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-09-14 with Business & Economics categories.
Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.
Service Operations Management
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Author : Robert Johnston
language : en
Publisher: Pearson Education
Release Date : 2005
Service Operations Management written by Robert Johnston and has been published by Pearson Education this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Business & Economics categories.
The central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers.