Customer Service Delivery
Title | Customer Service Delivery PDF eBook |
Author | Lawrence Fogli |
Publisher | John Wiley & Sons |
Pages | 348 |
Release | 2006-02-02 |
Genre | Business & Economics |
ISBN | 9780787983109 |
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.
Define and Deliver Exceptional Customer Service
Title | Define and Deliver Exceptional Customer Service PDF eBook |
Author | Kelly Henry |
Publisher | |
Pages | 158 |
Release | 2020-12 |
Genre | Business & Economics |
ISBN | 9781734975697 |
This book is not just about customer service. It's about how to run a business. It doesn't matter the business size or type because treating customers should be the same. It should be exceptional.
The Best Service is No Service
Title | The Best Service is No Service PDF eBook |
Author | Bill Price |
Publisher | John Wiley & Sons |
Pages | 341 |
Release | 2011-09-14 |
Genre | Business & Economics |
ISBN | 1118039394 |
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
Customer Service Delivery in Africa
Title | Customer Service Delivery in Africa PDF eBook |
Author | Robert Ebo Hinson |
Publisher | CRC Press |
Pages | 92 |
Release | 2024-02-26 |
Genre | Business & Economics |
ISBN | 1003856292 |
Customer service management is one of the key pillars of today’s business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements – with many forward-thinking companies transitioning from a transactional to a more strategic view of the customer. As customers have evolved and transformed from "passive audiences" to "active players" businesses are moving away from "the old industry model that sees value as created from goods and services to a new model where value is created by experiences". Today, businesses and customers create value through customised, co-produced offerings. This co-creation of value helps firms highlight the customer’s or consumer’s point of view and improve the front-end process of identifying customers’ needs. Given the increasing recognition of the customer as a co-creator of value, perceptions of customer service quality during COVID-19 and afterwards matter to businesses in Africa looking to thrive in a new post-COVID era since customers increasingly face several choices in the bid to access consumer products and services. This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africa’s development and ending with a discussion of the future directions for enhanced customer service delivery in Africa. Each chapter in this book includes actual customer service and delivery practices from various countries on the African continent, including Egypt, Ghana, and South Africa, and uncovers the challenges, successes, and potential areas for improvement in delivering quality customer service.
Strategic Innovations in Customer Service Delivery
Title | Strategic Innovations in Customer Service Delivery PDF eBook |
Author | Lewis Kimutai Cheruiyot |
Publisher | Cari Journals USA LLC |
Pages | 98 |
Release | 2024-06-06 |
Genre | Business & Economics |
ISBN | 9914978568 |
TOPICS IN THE BOOK Innovation Strategies and Performance of Tea Firms: A Case Study of James Finlay (Kenya) Limited Unlocking Potential: The Strategic Advantage of Neurodiversity in the Workplace Technological Standards for Interoperable Toll Collection: A Framework for Seamless Integration Impact of Service Quality Dimensions on Citizens’ Satisfaction with Land Services in Rwanda
The Best I. T. Service Delivery BOOK EVER!
Title | The Best I. T. Service Delivery BOOK EVER! PDF eBook |
Author | Erick Simpson |
Publisher | Intelligent Enterprise |
Pages | 576 |
Release | 2008-09-01 |
Genre | Computers |
ISBN | 9780978894320 |
The third publication in MSP University's bestselling Managed Services Series, this edition covers all aspects of delivering I.T. and technical services to end-customers through four types of service delivery models.
A Vision and Implementation Strategy for Improved Customer-oriented Service Delivery
Title | A Vision and Implementation Strategy for Improved Customer-oriented Service Delivery PDF eBook |
Author | |
Publisher | |
Pages | 28 |
Release | 1995 |
Genre | Administrative agencies |
ISBN |