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Expanding CustomerService as a Profit Center: Striving for Excellenceand Competitive Advantage (Marketing Strategy Collection) - Softcover

Buch 6 von 13: Marketing Strategy Collection

Reider, Rob

 
9781606494608: Expanding CustomerService as a Profit Center: Striving for Excellenceand Competitive Advantage (Marketing Strategy Collection)
Softcover
ISBN 10: 1606494600 ISBN 13: 9781606494608
Verlag: Business Expert Press, 2012

Inhaltsangabe

Striving for excellence in customer service is critical to gain a competitive advantage. It is the keystone for business growth and prosperity as it builds repetitive sales to existing customers and referrals for new customers. If customer service is looked at as a major business component and all customers are treated with excellence prior to the sale, during the sale, and after the sale, customer service will become a profit center that builds sales dollars to the top line and real profits to the bottom line. Customer service is not as simple as offering a smiling 'good morning' greeting and a 'have a nice day' parting, but an integrated system that manifests itself in all activities of the business to wield an overall customer service organizational mentality. Every time a customer comes in 'contact with the company there is what we call a 'touch point' and each touch point must be a Wow! Moment' for the customer. It is the build-up of these wow moments that develops into a superior customer service experience. No longer does the company sell whatever the customer is willing to buy or the company wants to sell, but realigns its customer service efforts to sell those products that the customer really needs. This book is geared to those interested in delivering customer service as a profit center concept that enables the organization to grow in the desired directions- doing the right thing the right way in spite of organizational roadblocks.

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Über die Autorin bzw. den Autor

Rob Reider, President, Reider Associates, Santa Fe, New Mexico, USA.

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Verlag
Business Expert Press
Erscheinungsdatum
2012
Sprache
Englisch
ISBN 10 
1606494600
ISBN 13 
9781606494608
Einband
Taschenbuch
Anzahl der Seiten
172
Kontakt zum Hersteller
Mare Nostrum Group B.V.
gpsr@mare-nostrum.co.uk

Doelen 72
Breda
4831 GR
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