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Genre/Form: | Electronic books |
---|---|
Additional Physical Format: | Print version: Goodman, John A. Strategic customer service. New York : AMACOM, ©2009 (DLC) 2008055729 (OCoLC)276334374 |
Material Type: | Document, Internet resource |
Document Type: | Internet Resource, Computer File |
All Authors / Contributors: |
John A Goodman |
ISBN: | 9780814413340 081441334X 1282091107 9781282091108 |
OCLC Number: | 404277239 |
Description: | 1 online resource (xiv, 256 pages) : illustrations |
Contents: | 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. |
Responsibility: | John A. Goodman. |
Abstract:
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. This book challenges aspects of conventional wisdom.
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