Effective Customer Service: Ten Steps for Technical Professions (Neteffect)
ISBN: 0130485292
EAN13: 9780130485298
Language: English
Pages: 312
Dimensions: 1.00" H x 9.00" L x 7.00" W
Weight: 1.00 lbs.
Format: Paperback
Publisher:
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Book Overview
This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and constructions firms. It provides readers with a ten-step model for quality customer service, and an understanding of how customers define value. The book s customer-is-king philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and global market. The ten-step model explains in detail how to understand customer service and its importance; set the tone and company-wide expectations; identify what your customers want; benchmark the company s processes; compare actual performance against benchmarks, identify root causes; provide customer service training for all employees; turn difficult and dissatisfied customers into loyal life long customers; communicate effectively and often with customers; establish internal customer satisfaction; and establish a customer-oriented culture. For customer-driven businesses especially engineering, manufacturing, and construction companies.
Editor Reviews
From the Back Cover Customer service is a critical issue for organizations attempting to survive and thrive in the competitive arena of global business. Effective Customer Service: Ten Steps for Technical Professions treats the subject of customer service from the perspective of engineering, manufacturing, construction, and other technical professions. This step-by-step guide makes the case for becoming a customer-driven company provides a ten-step model for achieving effective customer service explains those steps in detail

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