After the Sale: How to Manage Product Service for Customer Satisfaction and Profit [Hardcover]

Joseph D. Patton (Author), William H. Bleuel (Author)

Book Description

ISBN-10: 0934623635 | ISBN-13: 978-0934623636 | Publication Date: January 1, 2000 | Edition: 4

"After the Sale: How to Manage Product Service for Customer Satisfaction and Profit" is the successor to four successful editions of "Service Management Principles & Practices." This book is foundation material for service managers of all levels. Topics include Terms, objectives, benchmarks, financials, forecasting, personnel, organizaitons, training, maintenance technology, inventory management, physical distribution, call management, customer satisfaction, information systems, marketing, quality and professional services.

Editorial Reviews

Review

"After The Sale is the best written, most understandable, most comprehensive book of service that I have ever seen." -- Larry Lux, CEO, Metrix Corporation.

From the Publisher

After The Sale is state-of-the-art and cutting-edge, by two of the most qualified people in this field. Patton has been consultant to eight of the top ten Fortune 500 companies and is one of America's foremost experts in product service, logistics, and customer service. Bleuel is professor of quantitative methods and has been appointed executive director of Pepperdine University's newly established Customer Institute.

See all Editorial Reviews

Product Details

• Hardcover: 406 pages
• Publisher: The Solomon Press; 4 edition (January 1, 2000)
• Language: English
• ISBN-10: 0934623635
• ISBN-13: 978-0934623636
• Product Dimensions: 9.3 x 6.4 x 1.4 inches
• Shipping Weight: 2 pounds (View shipping rates and policies)
• Average Customer Review: 4.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #2,140,631 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

3 of 3 people found the following review helpful:

4.0 out of 5 stars I am thankful for a job well done, January 31, 2000

By 

Brian Defrancesca (Asia) - See all my reviews
(REAL NAME)   

This review is from: After the Sale: How to Manage Product Service for Customer Satisfaction and Profit (Hardcover)

I am CEO of a company in Asia that provides technical support for medical equipment. I employ many "engineers" in several countries. While my team has a very solid grasp of the science side of engineering - on average they have been rather weak on the "art" side of technology support. It is safe to say that this is a global phenomenon. I needed a tool to help them understand the complexities of post production service and most importantly - customer satisfaction.

"AFTER THE SALE" says it all. I would like to formally thank the authors for writing the book that is saving my company a lot of time and money" - and keeping my customers satisfied.

I have not only purchased this book - but all of the other technical support books by the same author. A good use of my companies resources!

Brian de Francesca, CEO - Asia Bio Systems (360) [e-mail]

3 of 3 people found the following review helpful:

4.0 out of 5 stars AFTER THE SALE, January 14, 2000

By 

Bob Leeper (U.S. Virgionia) - See all my reviews

This review is from: After the Sale: How to Manage Product Service for Customer Satisfaction and Profit (Hardcover)

Joe Patten & William Bleuel have succeeded in providing a quality book that packages the key functions, duties and deliverables in a single text. It is a must for new service managers and is written in a hands-on real world style that matches the needs of both new and experienced managers, whether it is to learn new techniques, improve their understanding of key elements, or review current practices for potential change. It focuses on the core processes within service with a strong attention to detail, quality and delivery. Most of all it is a text that has something for everyone and does not shy away from measurement or implementation issues. It's a great primer and there is no question readers will save a bit of "scar tissue" by applying the principles presented.

In addition this text, and others like it, are desparately needed in business schools. Customer service has too long been missing in undergraduate and graduate education. With the services industry becoming a focal point of our economy, Mr.Patton and Bleuel's text is very timely and it is encouraging to see a few of our institutions. recognize the need to incorporate this within their management programs.