Author : Frances X. Frei
Publisher : Harvard Business Press
Page : 262 pages
File Size : 49,82 MB
Release : 2012
Category : Customer relations
ISBN : 1422133311
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Author : Louise Downe
Publisher : BIS Publishers
Page : 0 pages
File Size : 47,63 MB
Release : 2020-03-03
Category : Business & Economics
ISBN : 9789063695439
Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
Author : Bill Price
Publisher : John Wiley & Sons
Page : 341 pages
File Size : 45,93 MB
Release : 2011-09-14
Category : 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
Author : John A. GOODMAN
Publisher : AMACOM Div American Mgmt Assn
Page : 274 pages
File Size : 27,52 MB
Release : 2009-05-13
Category : Business & Economics
ISBN : 081441334X
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Author : Erick Simpson
Publisher :
Page : 486 pages
File Size : 45,8 MB
Release : 2009-10-01
Category : Business & Economics
ISBN : 9780978894337
The fourth publication in MSP University's bestselling Managed Services series reveals how to build, staff, and maintain a NOC and Service Desk effectively and profitably, along with best practices and techniques to increase efficiencies and net profits for these critical service delivery business units.
Author : Erick Simpson
Publisher : Intelligent Enterprise
Page : 576 pages
File Size : 48,61 MB
Release : 2008-09-01
Category : 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.
Author : Stanley Marcus
Publisher : University of North Texas Press
Page : 260 pages
File Size : 43,14 MB
Release : 2001
Category : Biography & Autobiography
ISBN : 9781574411379
"Quest for the Best is not just a nostalgic look, however, at the age of handcrafted elegance. Marcus gives good advice on how consumers can educate themselves about the best, demand it, and get it. He describes his own experiences with the best in chapters such as "The Things You Love to Touch" and "Bed and Board." Witty, urbane, but always accessible, Marcus is a joy to read."--BOOK JACKET.
Author : Robert Solomon
Publisher : John Wiley & Sons
Page : 191 pages
File Size : 29,61 MB
Release : 2016-03-17
Category : Business & Economics
ISBN : 111922828X
A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work. Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients. It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.
Author : Daniele Catalanotto
Publisher : Independently Published
Page : 258 pages
File Size : 47,6 MB
Release : 2018-11-29
Category : Design
ISBN : 9781790531233
The hypothesis of this handbook is that you don't need to understand the full extent of Service Design to improve the user and customer experience. You don't need to understand all the theory to create great services.That's why each principle in this handbook is summarized in a simple rule of thumb. These simple rules of thumb should be enough for smart readers. You might find, under each principle, a little story, an example, or a study. This additional content can help you turn this principle into action.
Author : Jeff Toister
Publisher : Toister Performance Solutions
Page : 219 pages
File Size : 42,64 MB
Release : 2019-03-15
Category :
ISBN : 9780578433363
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I
