the secrets of building a five-star customer service organization /
First Statement of Responsibility
Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze.
.PUBLICATION, DISTRIBUTION, ETC
Place of Publication, Distribution, etc.
New York :
Name of Publisher, Distributor, etc.
AMACOM American Management Association,
Date of Publication, Distribution, etc.
[2010]
PHYSICAL DESCRIPTION
Specific Material Designation and Extent of Item
1 online resource
INTERNAL BIBLIOGRAPHIES/INDEXES NOTE
Text of Note
Includes bibliographical references and index.
CONTENTS NOTE
Text of Note
Introduction: The only shop in the marketplace -- The engineer on the ladder: reaching for the highest level of service -- The four elements of customer satisfaction: perfect product, caring delivery, timeliness, and an effective problem resolution process -- Language engineering: every. word. counts. -- Recovery! Turning service failures around -- Keeping track to bring them back: tracking customer roles, goals, and preferences -- Building anticipation into your products and services: putting processes to work for you -- Your people: selection, orientation, training, and reinforcement -- Leadership: guiding the customer-centered organization -- What's worth it, and what's not? Pointers on value, costs, and pricing -- Building customer loyalty online: using the Internet's power to serve your customers and your goals -- Hello/Good-bye: two crucial moments with a customer.
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SUMMARY OR ABSTRACT
Text of Note
The authors focus on battle-tested techniques that are immediately applicable in any business context, allowing you to create unrivaled customer loyalty in your own business context.