Customer Service: Career Success Through Customer Loyalty - Softcover

Timm, Paul R.

Softcover

ISBN 10: 0132236583 ISBN 13: 9780132236584

Publisher: Pearson, 2007

Synopsis

For courses in Customer Service.

 

Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company’s ration of promoters, or Net Promoter Score. Throughout the text, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.  

About this title

About the Author:

I’ve had the privilege of writing more than 30 books on a variety of topics dealing with challenges managers and career-oriented people deal with every day. My books on customer loyalty, human relations, management communication, and self-management have been translated into more than a dozen languages and sell worldwide. I have also written and appear in a series of videotape training programs produced by Jack Wilson & Associates (www.JWAvideo.com).

 

My writing is based on more than 30 years experience as a professor, trainer, consultant and entrepreneur. I have held positions with large companies (Xerox and Bell South) and have led small organizations such as Prime Learning, Inc. I also served in a helicopter company in the US Army in Vietnam.

 

For fun I run (marathons and triathlons), play golf, read, and enjoy observing the kinds of customer service people give–or, more often, fail to give.

 

I strongly believe that no arena offers as much opportunity for your professional advancement as does the field of customer service and loyalty. And with the skills taught in this book, you will greatly enhance your ability to build and sustain your greatest asset–your relationships with loyal, committed customers and employees–through exceptional service.

From the Back Cover:

CUSTOMER SERVICE: CAREER SUCCESS THROUGH CUSTOMER SATISFACTION offers comprehensive skills-based training in developing positive attitudes.

• Solve problems to build customer loyalty.
• Attain profitability through customer satisfaction.
• Lead and empower the service process.
• Direct marketplace acceptance and corporate growth.

About this edition

• Publisher: Pearson
• Publication date: 2007
• ISBN 10: 0132236583
• ISBN 13: 9780132236584
• Binding: Paperback
• Edition number: 4
• Number of pages: 304