عنوان
پدید آورنده
موضوع
رده
HF5415.5 .G672 2009eb
HF5415
.
5
.
G672
2009eb
کتابخانه
محل استقرار
INTERNATIONAL STANDARD BOOK NUMBER
(Number (ISBN
081441334X
(Number (ISBN
1282091107
(Number (ISBN
9780814413340
(Number (ISBN
9781282091108
Erroneous ISBN
0814413331
Erroneous ISBN
9780814413333
NATIONAL BIBLIOGRAPHY NUMBER
Number
b708256
TITLE AND STATEMENT OF RESPONSIBILITY
Title Proper
Strategic customer service :
General Material Designation
[Book]
Other Title Information
managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits /
First Statement of Responsibility
John A. Goodman.
.PUBLICATION, DISTRIBUTION, ETC
Place of Publication, Distribution, etc.
New York :
Name of Publisher, Distributor, etc.
AMACOM,
Date of Publication, Distribution, etc.
©2009.
PHYSICAL DESCRIPTION
Specific Material Designation and Extent of Item
1 online resource (xiv, 256 pages) :
Other Physical Details
illustrations
INTERNAL BIBLIOGRAPHIES/INDEXES NOTE
Text of Note
Includes bibliographical references and index.
CONTENTS NOTE
Text of Note
1. Seeing customer service strategically : understanding the true role of customer service in your business -- 2. What do customers want (and what should we deliver)? : understanding customer expectations and setting goals strategically -- 3. Tactical responses and strategic solutions : dealing with customers' problems and addressing their causes -- 4. Fixes and finances : making the financial case for customer service investments -- 5. Information, please : developing an efficient, actionable voice of the customer process -- 6. Defining processes that work for customers : using the eight-point TARP framework for delivering service -- 7. Technology and the customer interface : creating systems that customers will use -- and enjoy -- 8. People are still paramount : four factors for creating sustained front-line success -- 9. The ultimate customer experience : boosting revenue by creating delight -- 10. Brand-aligned customer service : building the service strategy into every function -- 11. Ride waves without wipeouts : dealing with trends in labor, technology, and politics -- 12. A thousand things done right : translating the strategy of delivering superb service into organizational behavior.
0
SUMMARY OR ABSTRACT
Text of Note
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.
ACQUISITION INFORMATION NOTE
Source for Acquisition/Subscription Address
MIL
Source for Acquisition/Subscription Address
OverDrive, Inc.
Stock Number
209110
Stock Number
DAC70FC7-5BC8-46B8-BB1A-9EDBC25FD0ED
OTHER EDITION IN ANOTHER MEDIUM
Title
Strategic customer service.
International Standard Book Number
0814413331
TOPICAL NAME USED AS SUBJECT
Customer relations-- Management.
Customer services.
BUSINESS & ECONOMICS-- Customer Relations.
Customer relations-- Management.
Customer services.
(SUBJECT CATEGORY (Provisional
BUS-- 018000
KMPP
DEWEY DECIMAL CLASSIFICATION
Number
658
.
8/12
Edition
22
LIBRARY OF CONGRESS CLASSIFICATION
Class number
HF5415
.
5
Book number
.
G672
2009eb
PERSONAL NAME - PRIMARY RESPONSIBILITY
Goodman, John A.
ORIGINATING SOURCE
Date of Transaction
20201207231414.0
Cataloguing Rules (Descriptive Conventions))
pn
ELECTRONIC LOCATION AND ACCESS
Electronic name
مطالعه متن کتاب [Book]
Y
