Two Factor Theory of Customer Service: A Comprehensive, Easy to Read Guide for Increasing Profits - Couverture souple

Elwood, David L.

 
9781491844427: Two Factor Theory of Customer Service: A Comprehensive, Easy to Read Guide for Increasing Profits
Couverture souple
ISBN 10 : 1491844426 ISBN 13 : 9781491844427
Editeur : AuthorHouse, 2013

Synopsis

In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwood's message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business - the only question is whether you are doing it well. Want a 'quick read' at the airport terminal that'll entertain more than transform? Two Factor Theory of Customer Service isn't it! Elwood skips the cliches while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again . . . ). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwood's message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business - the only question is whether you are doing it well. Want a 'quick read' at the airport terminal that'll entertain more than transform? Two Factor Theory of Customer Service isn't it! Elwood skips the cliches while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again . . . ). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University

Biographie de l'auteur

David L. Elwood, Ph.D. is founder and chairman of Elwood Staffing, a privately held temporary staffing company with 190 offices nationwide and annual sales over $800 million. Elwood's passion for customer service helped drive meteoric growth of Elwood Staffing. Elwood lives in Columbus, Indiana.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
AuthorHouse
Date d'édition
2013
Langue
anglais
ISBN 10 
1491844426
ISBN 13 
9781491844427
Reliure
Broché
Nombre de pages
212
Coordonnées du fabricant
non disponible
Personne responsable
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