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Strategic Customer Service [electronic resource] : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

By: Material type: Computer fileComputer filePublisher number: 9780814413333Publication details: New York : AMACOM, 2009.ISBN:
  • 9780814413340
Subject(s): Genre/Form: Additional physical formats: Print version:: Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize ProfitsDDC classification:
  • 658.8 658.8/12
LOC classification:
  • HF5415.5 .G672 2009
Online resources:
Contents:
CONTENTS; FOREWORD; INTRODUCTION: WHY STRATEGIC CUSTOMER SERVICE?; PART 1: THE IMPORTANCE OF CUSTOMER SERVICE; PART 2: IDENTIFYING IMMEDIATE REVENUE AND PROFIT OPPORTUNITIES; PART 3: RESPONDING TO CUSTOMERS' QUESTIONS AND PROBLEMS; PART 4: MOVING TO THE NEXT LEVEL; PART 5: INTO THE FUTURE; INDEX
Summary: 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. The author draws 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. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da
Holdings
Item type Home library Call number Status Date due Barcode Item holds
Electronic Resource Electronic Resource UH Online Library Ebooks Not for loan
Total holds: 0

Enhanced descriptions from Syndetics:

Description based upon print version of record.

CONTENTS; FOREWORD; INTRODUCTION: WHY STRATEGIC CUSTOMER SERVICE?; PART 1: THE IMPORTANCE OF CUSTOMER SERVICE; PART 2: IDENTIFYING IMMEDIATE REVENUE AND PROFIT OPPORTUNITIES; PART 3: RESPONDING TO CUSTOMERS' QUESTIONS AND PROBLEMS; PART 4: MOVING TO THE NEXT LEVEL; PART 5: INTO THE FUTURE; INDEX

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. The author draws 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. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da