Customer Service


Book Description

This text takes candidates through the NVQ award, unit-by-unit, offering plenty of questions and exercises to reinforce knowledge and understanding. Scenario-based activities allow candidates to analyze and discuss customer service situations and practise their skills







Strategic Customer Service


Book Description

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.




Customer Service 201


Book Description




Gower Handbook of Customer Service


Book Description

This new Gower Handbook covers an area of management that is now regarded as fundamental to the success of any organization, whether it is in the private or the public sector. A team of experienced professionals and practising managers have pooled their expertise to provide nearly 50 chapters of current best practice in all aspects of customer service management, making this a valuable addition to the renowned Gower Handbook series.




Customer Care Excellence


Book Description

Emphasizing both strategic and practical aspects of customer care, this work explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers.







Information Technology-enabled Global Customer Service


Book Description

Recently there has been increased demand for combining locally customized services to the economies of the scale of worldwide operations. In this environment competitiveness calls for integrating the potential of information technology to well functioning global logistics. Information Technology Enabled Global Customer Service combines theoretical consideration and practical experiences in implementing new customer service models.







Customer Relationship Management


Book Description

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.