Effective Customer Service: Ten Steps for Technical Professions - Couverture souple

Goetsch, David; Davis, Stanley

Couverture souple

ISBN 10 : 0130485292 ISBN 13 : 9780130485298

Editeur : Pearson, 2003

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.

A propos du livre

À propos de l?auteur

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.

À propos de la quatrième de couverture

Customer service is a critical issue for organizations attempting to survive and thrive in the competitive arena of global business. Effective Customer Service: Ten Steps for Technical Professions treats the subject of customer service from the perspective of engineering, manufacturing, construction, and other technical professions.

This step-by-step guide

• makes the case for becoming a customer-driven company
• provides a ten-step model for achieving effective customer service
• explains those steps in detail

Détails de l'édition

• Éditeur: Pearson
• Date d'édition: 2003
• Langue: anglais
• ISBN 10: 0130485292
• ISBN 13: 9780130485298
• Reliure: Broché
• Numéro d'édition: 1
• Nombre de pages: 312
• Coordonnées du fabricant: non disponible
• Personne responsable: Riccardo Bacigalupo; riccardo.bacigalupo@sanoma.it; ; Sanoma Italia Via Arconati, 1 �; Milano; 20135; Italie