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EFFECTIVE CUSTOMER SERVICE TEN STEPS FOR TECHNICAL PROFESSIONS (pb)
Author: GOETSCH
ISBN: 9788131785928
Year: 2015
Publisher: PEARSON EDUCATION ASIA
Category: SOCIOLOGY
Edition: 1
Format: Paperback
Language: English
Pages: 312
 ABOUT THE TITLE
"Effective Customer Service highlights the need to orient the entire organization towards customer service. It focuses on understanding the way the customers derive value from the services and how to use this knowledge to develop processes to actually deliver unmatched customer service. It is written in a lucid manner which is appropriate for the practitioners who are grappling with implementation problems. The context is set in manufacturing, engineering and construction business, industries where there is not enough literature on customer service so far, making it a rare and valuable book.

Author: David L. Goetsch , Jaydeep Mukherjee and Stanley Davis. "

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 TABLE OF CONTENTS
1. Understand Effective Customer Service and Its Importance
2. Set the Tone and Companywide Expectations
3. Identify What Your Customers Want
4. Benchmark the Company's Processes
5. Compare Actual Performance Against Benchmarks, Identify Root Causes of Performance Problems, and Make Improvements
6. Provide Training for Employees and Customers
7. Turn Difficult and Dissatisfied Customers into Loyal, Repeat Customers
8. Communicate Effectively and Often with Customers
9. Establish Internal Customer Satisfaction
10. Establish a Customer-Oriented Culture
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