Customer Service - Softcover

Softcover

ISBN 10: 0702177962 ISBN 13: 9780702177965

Verlag: Juta Legal and Academic Publishers, 2012

Inhaltsangabe

In a society where customers are becoming more informed, more protected, and more demanding than in the past, it makes good business sense to ensure a high level of customer service. This book draws together the important issues regarding customer service and addresses the key elements that need to be considered when developing a service strategy for a business. As it stresses the importance and role of verbal and nonverbal communication, this handbook highlights the causes of service failures and provides advice on how to fix them. Arguing that quality, value, expectation, and satisfaction form the foundation of service strategy, this guide also outlines the concept of customer experience management and how to apply it to a business, whether it be big or small.

Über diesen Titel

Über die Autorin bzw. den Autor

R. Machado is a senior lecturer at the University of South Africa. C. Diggines is a senior lecturer at the University of South Africa and the coeditor of Marketing Research.

Details zur Ausgabe

• Verlag: Juta Legal and Academic Publishers
• Erscheinungsdatum: 2012
• Sprache: Englisch
• ISBN 10: 0702177962
• ISBN 13: 9780702177965
• Einband: Taschenbuch
• Anzahl der Seiten: 196
• Herausgeber: Diggines Colin, Machado Ricardo
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: Nicht verfügbar