Effective Customer Service: Ten Steps for Technical Professions (NetEffect) (Neteffect Series : Technology Skills) - Softcover

Goetsch, David; Davis, Stanley

Softcover

ISBN 10: 0130485292 ISBN 13: 9780130485298

Publisher: Pearson, 2003

Synopsis

This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and constructions firms. It provides readers with a ten-step model for quality customer service, and an understanding of how customers define value. The book¿s “customer-is-king<<170> philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and global market. KEY TOPICS: The ten-step model explains in detail how to understand customer service and its importance; set the tone and company-wide expectations; identify what your customers want; benchmark the company¿s processes; compare actual performance against benchmarks, identify root causes; provide customer service training for all employees; turn difficult and dissatisfied customers into loyal life long customers; communicate effectively and often with customers; establish internal customer satisfaction; and establish a customer-oriented culture. MARKET: For customer-driven businesses―especially engineering, manufacturing, and construction companies.

About this title

About the Author

David L. Goetsch is Provost of the Joint Campus of the University of West Florida and Okaloosa-Walton Community College and Professor of Quality, Management, and Safety. Dr. Goetsch is also President and CEO of the Institute for Continual Improvement, a private consulting firm dedicated to the continual improvement of employees, organizations, and communities. Dr. Goetsch welcomes feedback from his readers and may be contacted at the following email address: ddsg200l@cox.net.

Stanley Davis is Professor of Quality Management at Okaloosa-Walton Community College and CEO of Stan Davis Consulting.

From the Back Cover

Customer service is a critical issue for organizations attempting to survive and thrive in the competitive arena of global business. Effective Customer Service: Ten Steps for Technical Professions treats the subject of customer service from the perspective of engineering, manufacturing, construction, and other technical professions.

This step-by-step guide

• makes the case for becoming a customer-driven company
• provides a ten-step model for achieving effective customer service
• explains those steps in detail

Edition details

• Publisher: Pearson
• Publication date: 2003
• Language: English
• ISBN 10: 0130485292
• ISBN 13: 9780130485298
• Binding: Paperback
• Edition number: 1
• Number of pages: 312