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  SPECIFICATION
CUSTOMER SERVICE: CAREER SUCCESS THROUGH CUSTOMER LOYALTY 4e(pb)2008
Author: PAUL TIMM
ISBN: 9788131720738
Year: 2008
Publisher: PEARSON EDUCATION ASIA
Category: MARKETING & SALES/ CUSTOMER CARE
Edition: 4
Format: Paperback
Language: English
 ABOUT THE TITLE
For courses in Customer Service. Customer Service: Career Success in the Service Economy 4e provides a systematic process for building service skills that all business people need. Presented in a friendly conversational manner the text is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company’s ration of promoters or Net Promoter Score. Throughout the text there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.
Salient Features:
• Theoretical and strategic focus-sets this text apart.
• Explains why certain actions lead to better customer loyalty and provides specific ways to accomplish these behaviors. Applies social psychological research (equity theory) to provide theoretical yet practical justification.
• Skills approach-shows readers exactly how to handle customer situations.
• Goes well beyond canned responses to help students apply creative solutions to ever-changing problems. Shows how to attract and maintain loyalty in all relationship situations and is not specific to any industry.
• What You ll Learn in this Chapter and The Way It is-sections appear in each chapter.
• Helps students focus on the upcoming material while providing practical real-world examples.
• Service Snapshots-describe real world examples of successful service providers.
• Model exemplary customer service techniques based on authentic industry experiences.
Author:
Paul R. Timm
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 TABLE OF CONTENTS
PART 1: SEEING THE BIG PICTURE
Chapter 1: Know why Service Matters
PART 2: COMMUNICATING YOUR CUSTOMER SKILLS
Chapter 2: Use Behaviors that Engage your Customers
Chapter 3: Apply your Best Listening Skills
Chapter 4: Use the Telephone for Good Service
Chapter 5: Create Friendly Web Sites and Electronic Communication
PART 3: RESPONDING TO CUSTOMER NEEDS
Chapter 6: Recognize and Deal with Customer Turn-offs
Chapter 7: Get Customer Feedback
Chapter 8: Recover the Potentially Lost Customer
PART 4: EXCEEDING CUSTOMER EXPECTATIONS
Chapter 9: Exceed Expectations with Value
Chapter 10: Give Customers A-Plus Information
Chapter 11: Exceed Customer Expectations with Convenience and Timing
PART 5: MANAGING SERVICE IN ORGANIZATIONS
Chapter 12: Managing Your Time and Tasks to Reduce Stress
Chapter 13: Get Employees to Give Great Service
PART 6: A PEEK INTO THE FUTURE
Chapter 14: Recognizing the Emerging Trends in Customer Service
Appendix: How to Lead or Participate in an A-Plus Idea-Generating Meeting
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