Leveraging Knowledge Management For Efficient Customer Service: An Insight into Acquiring Customer Relationship Management Skills Required for Any Career - Softcover

Wolemonwu, Joe

Softcover

ISBN 10: 0692187294 ISBN 13: 9780692187296

Publisher: HYTESYSCO LLC, 2018

Synopsis

Utilizing an organizational knowledge-base to gain a competitive advantage in business is a great strategic move. Knowledge management is the process of capturing, distributing, and effectively using knowledge.If organizations know their customers, understand what they really want on daily basis, and what they need at any time, they will figure out a win-win method that will benefit customers while organizations get what they need to maintain profit and customer loyalty. I believe that if effective customer service is applied, customer satisfaction will hit an all-time high in any organization. Knowing your customers is fundamental for improving customer satisfaction, and it is crucial to know that customer satisfaction is a vital part of best business practices in all aspects of an organizational setting. There are opportunities to be successful in business if you practice a good and effective customer service, and have excellent customer relationship management. Like ushers and greeters in churches, sales and customer service representatives are likely the first people any prospective client will talk to when they initially arrive at a business. Like the saying goes, “First impressions are lasting impressions.”In today’s business environment, some customers encounter aggressive customer service representatives especially over the phone, and these customer representatives have little patience when dealing with their prospective clients. The solution to customer service problems is in the hands of customers, ask them and they will help you to solve it. This book covers the issue of poor customer service, its impact on the growth of an organization and how organizations can leverage knowledge management to provide a positive customer service experience. It covers how to use knowledge to ensure satisfied customers, how we can improve customer satisfaction, and how we can leave a good and lasting impression on our customers. We will discuss the customer service skills required for any career and how to develop these essential skills. We will use the information from books, periodicals, online articles, journals, and interviews from customers. Note that all credits and acknowledgments will be duly observed.

About this title

About the Author

Mr. Joe Wolemonwu is a career civil servant with the US government and very pragmatic. He is an Executive Board Member of the Association of Certified Knowledge Management Professionals (ACKMP). He has participated in the Toastmasters International Club and served in various capacities during multiple terms as the club Treasurer, Vice President - Education and Vice President – Membership. A proven leader with a benevolent heart, who is also actively involved in his local community and church where he teaches Sunday School and mentors young adults. The foundation of his professional career started with ExxonMobil Corporation in the State of Virginia, USA. Mr. Wolemonwu is a trained senior business analyst, who worked in various consulting roles as a government contractor. He served a short tenure in the Government of the District of Columbia’s Office of the State Superintendent of Education (OSSE) in Washington, DC. At the point of writing this second edition, Mr. Wolemonwu is a Doctor of Business Administration (DBA) Degree - Candidate. He holds a Master of Business Administration (MBA) degree with a concentration in Management (2008), and Bachelor of Science (B.Sc.) degree in Accounting (2003). He is a Certified Knowledge Manager (CKM,) Certified Knowledge Management Professional (CKMP) and Certified Knowledge Management Auditor (CKMA.) He also holds a professional certificate in Strategic Management with the College of Williams and Mary, Williamsburg, VA (2010) and professional certificate in Multi-Criteria Decision Making (MCDM) Analysis (2013) with the Naval Post Graduate School (NPS), Monterrey, CA.

Edition details

• Publisher: HYTESYSCO LLC
• Publication date: 2018
• Language: English
• ISBN 10: 0692187294
• ISBN 13: 9780692187296
• Binding: Paperback
• Edition number: 2
• Number of pages: 172