Customer Service Delivery
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Customer Service Delivery
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Author : Lawrence Fogli
language : en
Publisher: John Wiley & Sons
Release Date : 2006-02-02
Customer Service Delivery written by Lawrence Fogli and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-02-02 with Business & Economics categories.
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
The Absolutely Unbreakable Rules Of Service Delivery How To Manage Your Business To Maximize Customer Service Profit And Employee Culture
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Author : Karl W. Palachuk
language : en
Publisher:
Release Date : 2020-07-31
The Absolutely Unbreakable Rules Of Service Delivery How To Manage Your Business To Maximize Customer Service Profit And Employee Culture written by Karl W. Palachuk and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-07-31 with Business & Economics categories.
Principles Of Customer Service
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Author : Bert Mullings
language : en
Publisher:
Release Date : 2008-04-28
Principles Of Customer Service written by Bert Mullings and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-28 with categories.
Principles of customer service clearly redefines the key principles necessary for service professionals and organizations to function at optimal levels in their pursuit to deliver quality customer service. The author redefines customer service with clarity and precision giving readers a more modern and applicable understanding of its context. The book takes a systematic approach at how customer service should be executed and the need for service organizations to take relevant steps to address operational deficiencies. The book is user friendly and can be used to redefine customer service cultures, address customer service satisfaction inefficiencies, customer service delivery issues and the need for service organizations to develop customer service awareness as part of the customer service cycle. Principles of customer service also takes a close look at customer service research methodologies and the relevance of utilizing research as a measurement tool that guides the total service delivery and follow-up process. In addition, this book provides a wide selection of customer service models that can be used to address customer service issues and problems; as well as provide clarity of vision to a better understanding of how customer service should be executed and managed in a dynamic environment. The book incorporates case studies and end of chapter questions to expand the reader's understanding and knowledge of the text material. This book can be used as course material to retrain persons working in the hospitality industry, service organizations including insurance companies; and more importantly, government ministries and agencies to improve service delivery and increase productivity. This book is also a key resource and can be used as a general educational course for almost every sphere of academic, technical and vocational training program and or degree.
Customer Service Management In Africa
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Author : Robert Hinson
language : en
Publisher: CRC Press
Release Date : 2020-05-07
Customer Service Management In Africa written by Robert Hinson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-05-07 with Business & Economics categories.
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Delivering Quality Service
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Author : Valarie A. Zeithaml
language : en
Publisher: Simon and Schuster
Release Date : 2010-05-11
Delivering Quality Service written by Valarie A. Zeithaml and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05-11 with Business & Economics categories.
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Service Operations Management
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Author : Robert Johnston
language : en
Publisher: Pearson Education
Release Date : 2008
Service Operations Management written by Robert Johnston and has been published by Pearson Education this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Business & Economics categories.
Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery."Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback." Geoffrey Plumb, Senior Lecturer, Staffordshire University"Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context."Andrea Vinelli, Professor of Operations Management, University of Padova, Italy
How To Deliver Good Customer Service
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Author : Clive Harman
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2018-01-22
How To Deliver Good Customer Service written by Clive Harman and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-01-22 with categories.
Here's How You Can Quickly and Easily Get to learn all You Want to Know About "How to Deliver Customer Service" Without Leaving Your Home! You will be able to learn in Customer Service -Stand head and shoulders above the competition -Exceed customer expectations and encourage repeat business -Increase business through word of mouth recommendations -Attract higher quality staff and improve staff retention -To recognise that customer service is the key to successful, profitable and enjoyable business. The concept of 'Customer Service' is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation. That if Customers are treated properly by staff who understand the importance of their role and how to fulfil it so as to maximise benefit to the company. Sounds too good to be true? Well, it isn't if you have the right training But instead of knocking yourself out trying to come up with just the right Information, you can now have it inside a new book called: How to Deliver Customer Service Which of These Powerful Techniques Could You Use after Learning? -Benefits of customer care -For Stages of customer Care -Barriers to Customer care -How to Make contact -Customer follow-up -Loyalty Marketing Programme -Handling customer complaints -Avoiding driving customers away -Dealing with difficult customers
It Enabled Customer Service Systems Design Delivery And The Resulting Customer Satisfaction And Value
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Author : Tsz-Wai Lui
language : en
Publisher:
Release Date : 2009
It Enabled Customer Service Systems Design Delivery And The Resulting Customer Satisfaction And Value written by Tsz-Wai Lui and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with categories.
Customer service has become a critical component of what a firm offers to its customers to generate customer value. Since there is a lack of strong conceptual foundation for the service economy, the science of service has become an important research topic. This dissertation contains two papers: a theoretical piece titled "ITEnabled Customer Service Systems: An Interdisciplinary Review and Integrated Framework" and an empirical piece titled "The Impact of a Portfolio of Service Delivery Systems: A Longitudinal Multi-Channel Approach." In the first paper, I used a structured methodology to review 757 articles drawn from information systems, marketing, and operations management literature; and then coded a subset of 142 articles into an integrated framework. The literature has identified six functionalities of customer service systems and the effect of technical/social attributes of the systems on these functionalities and customer value. This work makes two contributions. First, it organizes the interdisciplinary research around an integrative framework that should prove useful to both research and practice. Second, the review and analysis of the literature offers the basis for future research directions. I took one of the suggestions for future research that emerged from the theoretical piece and developed the empirical piece from it. I employed a longitudinal multi-channel approach base on an archival dataset of 389 hotels of a lodging chain to explain the conflicting results of the outstanding customer service systems literature. The results indicate that (1) the implementation of an IT-enabled incremental customer service channel leads to a disruption of the customer service process and that the true value of this investment does not surface until the new multi-channel service delivery process has stabilized; (2) this IT-enabled incremental customer service channel does not operate in isolation, but complements the existing channels. My findings suggest that when a firm integrates a self-service channel with a personal-service channel it releases employees from routine tasks so that they can focus on consultative tasks. Thus, both scholars and practitioners should consider the combined effect of the portfolio of the customer service delivery channels in order to ensure the optimal design of multi-channel IT-enabled customer service systems.
The Customer Service Solution Managing Emotions Trust And Control To Win Your Customer S Business
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Author : Sriram Dasu
language : en
Publisher: McGraw Hill Professional
Release Date : 2013-07-17
The Customer Service Solution Managing Emotions Trust And Control To Win Your Customer S Business written by Sriram Dasu and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-17 with Business & Economics categories.
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
Drivers Of Customer Satisfaction For Financial Services Implications For Product Offerings And Service Delivery
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Author : Mayuram S. Krishnan, Mary C. Meyer, Venkatram Ramaswamy
language : en
Publisher:
Release Date : 1997
Drivers Of Customer Satisfaction For Financial Services Implications For Product Offerings And Service Delivery written by Mayuram S. Krishnan, Mary C. Meyer, Venkatram Ramaswamy and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with categories.