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Practical Insights On Customer Service
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Book Synopsis Practical Insights on Customer Service by : Emmanuel Danstan Chinunda
Download or read book Practical Insights on Customer Service written by Emmanuel Danstan Chinunda and published by Adonis & Abbey Publishers Ltd. This book was released on 2011-07-20 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: Practical Insights On Customer Service offers an African perspective on the thorny question of customer care. It challenges readers to reflect on the current challenges in Africa and how effective customer care can help to unlock some of the opportunities available in the continent. It highlights the common problems organizations face in the continent and recommends ways of enhancing the principles of customer service. Written in a reader-friendly language, the book also conscientises the readers and organizations to simple, but often overlooked winning formulae in life-customer service.
Download or read book Consumer Insight written by Merlin Stone and published by Kogan Page Publishers. This book was released on 2004 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides comprehensive coverage of the classic areas that market researchers and marketers need to focus on.
Book Synopsis Customer Service by : Elaine K. Harris
Download or read book Customer Service written by Elaine K. Harris and published by . This book was released on 2000 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book tackles the important issues facing customer service providers and customer service managers. Individual success is contingent on how effectively fundamental skills are mastered and carried out.
Book Synopsis Service Design for Business by : Ben Reason
Download or read book Service Design for Business written by Ben Reason and published by John Wiley & Sons. This book was released on 2015-12-28 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.
Book Synopsis The Six Things That All Customers Want by : Nigel Greenwood
Download or read book The Six Things That All Customers Want written by Nigel Greenwood and published by . This book was released on 2017-04-06 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book distills 30 years of experience and research into a simple, easily understood practical guide to delivering great customer service. It is designed both as a manual and a reference tool with clear examples and tips on the simple actions to take to delight your customers. The advice applies to any size of business in any sector, with common sense ideas that are easy to implement at no or little cost. It's not just theory - the ideas have been tried and tested over many years and have proved to be extremely effective at helping businesses improve customer satisfaction and profits. With examples and checklists, Nigel Greenwood will add new insights to your understanding of your customers and what you need to do to gain more customers, retain those you have, and develop your business.It encompasses many areas of customer experience, including:* How to describe the personality of your business and how it should behave* How and why to look at your business through your customers' eyes* The 6 things that all customers want and how to deliver them* The mistakes to avoid* Simple practical guide to getting great results* Clear insight into what customers want and how to deliver it* Practical ideas for getting and using customer feedback.
Book Synopsis Customer Service by : Emmanuel Danstan Chinunda
Download or read book Customer Service written by Emmanuel Danstan Chinunda and published by Xlibris Corporation. This book was released on 2013-11-29 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service: The Kingpin of Business Success in Africa is a must read as it communicates how the power of customer service can revolutionise business on the African continent. The book uses proverbs and wise sayings to captivate the reader into action. The book captures both the African and Western experience to position the reader as a global player in the world of customer service. The book is a change agent and provides a platform how customer service can transform the African continent. The uniqueness of the book is that it uses both Western and African proverbs to help the reader to gain insight into the African culture. It stresses, motivates and inspires the reader to bring revolution to his or her world of service. You will surely bring transformation to your world after mastering the mysteries buried in this book. Its concepts are simple and easy to follow and drive you into business success.
Book Synopsis The Effortless Experience by : Matthew Dixon
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Book Synopsis Global Marketing by : Carlyle Farrell
Download or read book Global Marketing written by Carlyle Farrell and published by SAGE. This book was released on 2015-09-10 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: This new textbook introduces students to the essential concepts, theories and perspectives of Global Marketing and these are supported by real-world case studies from North America, Europe and the emerging markets of China, India and Latin America. These emerging markets are given balanced coverage alongside developed markets and the text also includes a dedicated chapter on emerging markets multinationals. Practical in its orientation, the text equips students with the tools needed to make strategic marketing decisions and find solutions in a global business environment. Key features include: A full-colour text design with photos to help bring the content to life and enhance students′ learning ′Spotlight on Research’ and ‘Expand Your Knowledge’, introducing students to some of the seminal scholarly research undertaken in the field ′Real World Challenges’ offering additional engaging practice-led examples to Case Studies in chapters and providing a scenario for students to analyse and reflect upon via questions A companion website (https://study.sagepub.com/farrell) offering a range of instructor and student support materials including PowerPoint slides, a testbank for instructors and quizzes for students
Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Book Synopsis Market Research in Practice by : Matthew Harrison
Download or read book Market Research in Practice written by Matthew Harrison and published by Kogan Page Publishers. This book was released on 2016-03-03 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: Market research has never been more important. As organizations become increasingly sophisticated, the need to profile customers, deliver customer satisfaction, target certain audiences, develop their brands, optimize prices and more has grown. Lively and accessible, Market Research in Practice is a practical introduction to market research tools, approaches and issues. Providing a clear, step-by-step guide to the whole process - from planning and executing a project through to analyzing and presenting the findings - it explains how to use tools and methods effectively to obtain reliable results. This fully updated third edition of Market Research in Practice has been revised to reflect the most recent trends in the industry. Ten new chapters cover topical issues such as ethics in market research and qualitative and quantitative research, plus key concepts such as international research, how to design and scope a survey, how to create a questionnaire, how to choose a sample and how to carry out interviews are covered in detail. Tips, and advice from the authors' own extensive experiences are included throughout to ground the concepts in business reality. Accompanied by a range of online tools, templates, surveys and guides, this is an invaluable guide for students of research methods, researchers, marketers and users of market research. Online resources include a range of tools, templates, surveys and guides.
Book Synopsis Uncommon Service by : Frances X. Frei
Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Download or read book Service Design written by Andy Polaine and published by Rosenfeld Media. This book was released on 2013-03-13 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
Book Synopsis Practical Insight Into CMMI by : Tim Kasse
Download or read book Practical Insight Into CMMI written by Tim Kasse and published by Artech House. This book was released on 2008 with total page 472 pages. Available in PDF, EPUB and Kindle. Book excerpt: Taking you beyond the Capability Maturity Model- to the integrated world of systems and software, this comprehensive resource presents CMMI- Version 1.2 in a manner that is easy to comprehend by higher-level managers and practitioners alike. Written by a world-renowned expert in the field, the book offers a clear picture of the activities an organization would be engaged in if their systems and software engineering processes were based on CMMI-."
Book Synopsis Strategic Customer Service by : John A. GOODMAN
Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Book Synopsis Customer Service Delivery by : Lawrence Fogli
Download or read book Customer Service Delivery written by Lawrence Fogli and published by John Wiley & Sons. This book was released on 2006-02-02 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Service Leadership by : Svafa Gronfeldt
Download or read book Service Leadership written by Svafa Gronfeldt and published by SAGE Publications. This book was released on 2005-11-30 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.
Book Synopsis Customer Service by : Robert W. Lucas
Download or read book Customer Service written by Robert W. Lucas and published by . This book was released on 2009 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel
