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Effective customer service : ten steps for technical professions / David L. Goetsch, Stanley B. Davis.

By: Goetsch, David L.
Contributor(s): Davis, Stanley, 1931- [(j.a.)].
Series: NetEffect seriesTechnology skills. Publisher: Upper Saddle River, N.J. : Pearson Prentice Hall, c2004Description: xv, 288 p. : ill. ; 24 cm.ISBN: 0130485292 (pbk.).Subject(s): Customer servicesDDC classification: 658.812
Contents:
Introduction: Ten-step model for effective customer service. - 1. Understand effective customer service and its importance. - 2. Set the tone and companywide expectations. - 3. Identify what your customers want. - 4. Benchmark the company's processes. - 5. Compare actual performance against Benchmarks identify root causes of performance problems and make improvements. - 6. Provide training for employees and customers. - 7. Turn difficult and dissatisfied customers into loyal repeat customers. - 8. Communicate effectively and often with customers. - 9. Establish internal customer satisfaction. - 10. Establish a customer-oriented culture. - Index.
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU

Floor 4, Shelf 27 , Side 1, TierNo 4, BayNo 3

 658.812 GOE (Browse shelf) 1 Available SCAFS,70003,03,GR 5000030251

Introduction: Ten-step model for effective customer service. - 1. Understand effective customer service and its importance. - 2. Set the tone and companywide expectations. - 3. Identify what your customers want. - 4. Benchmark the company's processes. - 5. Compare actual performance against Benchmarks identify root causes of performance problems and make improvements. - 6. Provide training for employees and customers. - 7. Turn difficult and dissatisfied customers into loyal repeat customers. - 8. Communicate effectively and often with customers. - 9. Establish internal customer satisfaction. - 10. Establish a customer-oriented culture. - Index.