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Best Practices in Customer Service Paperback – January 25, 1999
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Since originating the popular Knock Your Socks Off Service books several years ago, consultant and trainer Ron Zemke has justifiably been regarded as an expert on the whys and hows of delivering top-drawer customer service. Now, teamed with quality-management specialist John A. Woods, he has combined 35 reflective yet pragmatic articles that clarify the connection between great customer service and superior organizational performance. Zemke first explains why such efforts are vital and then provides an assortment of cost-effective ways to implement a variety of service plans. He receives help from contributors such as Chip R. Bell on nurturing loyalty, Janelle M. Barlow and Dianna Maul on maintaining high standards during peak-demand periods, and Gary Connor on developing company-wide campaigns. This is a terrific resource for better understanding what consumers really want and how to create systems that will meet their demands. --Howard Rothman
"Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on...
Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more.
With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers:
* fully understand the connection between excellent customer service and organizational performance
* deliver a higher level of customer service at a lower cost
* develop a customer base that fuels growth and profitability."
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A concept lost on many businesses today.
There's a few good pieces on that subject in here. I enjoy reading what other's think about this.
The question that is posed is "How do you consistently satisfy your customers?" Answer: By understanding and delivering what customers want, by treating customers with respect in all circumstances, by responding fully to problems that arise, and by continuing to meet customers' needs after they have made their purchases.
This book is a collection of essays collected to help readers learn how to:
· Better satisfy their customers by viewing the firm through their eyes
· All employees must understand the importance of customer service
· Handle disappointed customers such that they will return even after the negative experience.
· Fulfill the evolving needs of the customers after they make their purchase.
This book is designed to give the reader more than just the how-to part. These essays will also include the "why." Through case studies and expert insight, the reader should have a stronger understanding for what are best practices in customer service, and see why customer service is so critical to a company.