Dangerous Customer Service [electronic resource] : Dangerously Great Customer Service?How to Achieve it and Maintain it

ISBN:

9781408134344

Titre:

Auteur:

Innovation, Impact.

Auteur personnel:

Innovation, Impact.

Informations de publication:

London : A&C Black, 2011.

Description physique:

1 online resource (217 p.)

Note générale:

Description based upon print version of record.

Contenu:

Cover; Title Page; Contents; Introduction; Chapter 1 Emotional, Rational and Lifetime Loyalty; Chapter 2 Basics and Magic; Chapter 3 In Your Customer's Shoe (Singular); Chapter 4 Managing for Great Service; Chapter 5 Creating Service Heroes; Chapter 6 Signals of Service; Chapter 7 Training Your Customer; Chapter 8 Rewards and Recognition; Chapter 9 Service across Cultures; Chapter 10 Measuring Customer Service; Chapter 11 Pulling It All Together; Acknowledgements; Imprint

Terme sujet:

Business.

Creative ability in business.

Customer relations.

Customer services.

Format:

Ressources électroniques

Accès électronique:

Click here to view book

Date de publication:

2011

WAIT_PUBINFO:

London : A&C Black, 2011.

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Numéro de rayon	Type de documentation	Copier	Emplacement en rayon	Statut
658.812	1:E-BOOK	1	1:ON-DEMAND	Recherche en cours... Inconnu

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Résumé

Dangerous Customer Services provides real help for real people in the real world.

This book guide managers through the realities and practicalities of great customer service. Dangerous Customer Service shows the reader how to cover the basics: what customers expect from a service and what they will take for granted and how to create the magic that transforms that serivice into an extra special personal experience. Exercises and real-life examples will help the reader to learn and develop essential their customer services including loyalty, training your customer and services across cultures.

Notes de l'auteur

Impact Innovation is a business agency that specialises in helping clients come up with new ideas for products and services. Their clients include the BBC, Cadbury, GlaxoSmithKilne, Habitat, John Lewis, the RAC, Unilever and Tesco. In 2004 they won the Management Consulutancy Association's (MCA) Gold Award for Change Management as a result of their Tesco Projects.