This unique book is a customer service training reference/workbook, with a customer-centered orientation model. Its integrated approach emphasizes a business organization's service philosophy and strategy, its systems, and the people-management policies that allow the business to succeed in the 21st century. With its comprehensive coverage of customer service communication “best practices,” Customer Service” provides innovative concepts and techniques appropriate for both experienced and entry-level customer service providers. This interesting and informative book is necessary reading for vice-presidents, directors, managers, and supervisors in Consumer Affairs; customer service managers, directors and managers of Call Centers, managers and supervisors in Customer Relations; Customer Support managers; and Customer Service trainers.
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Exceptional customer service leads to customer loyalty and retention and, ultimately, to organizational success. It happens whenever, wherever and however customers interact with the organization.
Strategy, Systems and People topics are presented in a manner that allows the reader to share experience, broaden perspectives and supplement existing skills.
Research and expert commentary substantiate and demonstrate the effects that make a difference to any organizations bottom line.About the Author:
Anne Swartzlander brings to this title a range of professional and teaching experience. She brings decades of experience in management, business development, research, and retail sales.
Dr. Swartzlander has her Ph.D. from Ohio State University in Consumer Economics. She has taught at several major universities including the University of Georgia and the University of Tennessee. She was recently nominated for the American Marketing Association's Distinguished Marketing Professor award.
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Book Description Prentice Hall, 2003. Paperback. Book Condition: New. Never used!. Bookseller Inventory # P11013028341X