Principles of Customer Service: A System's Approach to Customer Service Delivery

ISBN-13: 9781419670985 / Angielski / Miękka / 2008 / 292 str.

Bert Mullings

Opis

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.