Effective Customer Service : Ten Steps for Technical Professions (NetEffect)
Davis, Stanley B., Goetsch, David L.
ISBN 10: 0130485292 ISBN 13: 9780130485298
Published by Pearson Education, Limited, 2003
Used
Soft cover
From
Better World Books, Mishawaka, IN, U.S.A.
Seller rating 5 out of 5 stars
AbeBooks Seller since 3 August 2006
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About this Item
Description:
Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. Seller Inventory # GRP90523526
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 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.
"About this title" may belong to another edition of this title.
Bibliographic Details
Title: Effective Customer Service : Ten Steps for ...
Publisher: Pearson Education, Limited
Publication Date: 2003
Binding: Soft cover
Condition: Good
Edition: 1ST.
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Effective Customer Service: Ten Steps for Technical Professions (NetEffect)
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Effective Customer Service
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Effective Customer Service : Ten Steps for Technical Professions (NetEffect) by Stanley B. Davis and David L. Goetsch (2003, Paperback)
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Softcover. Condition: Very Good. Very good condition copy, Text appears to be clean, Wear to over all book from storage, Bump to book edges, Multiple copies available this title. Quantity Available: 2. Shipped Weight: Under 1 kilo. Category: Customer services; Customer services; ISBN: 0130485292. ISBN/EAN: 9780130485298. Pictures of this item not already displayed here available upon request. Inventory No: 1561026267. Seller Inventory # 1561026267
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