ISBN:
0814432050
,
9780814432051
,
9780814432044
,
0814432042
Sprache:
Englisch
Seiten:
1 Online-Ressource
Ausgabe:
3rd ed
DDC:
658.8/12
Schlagwort(e):
Business
;
Customer satisfaction
;
Customer services
;
BUSINESS & ECONOMICS / Customer Relations
;
Customer services
;
Wirtschaft
;
Customer services
;
Kundenorientierung
;
Kundenorientierung
Anmerkung:
Includes bibliographical references and index
,
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas
,
Preface -- Thanks -- Imperative 1: find and retain quality people -- Recruit creatively and hire carefully -- Keeping your best and brightest -- Why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- Little things mean a lot -- Learning from lost customers -- The power of a service strategy -- Getting your vision down on paper -- Service standards build consistency -- Effort : the achilles heel of customer experience -- Making service delivery processes "happy" -- Measure and manage from the customer's point of view -- Serving online : when clicks replace bricks -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence and commitment to customers -- Thinking and acting like a coach -- Fostering responsible freedom -- Removing the barriers to empowerment -- Inspiring passion for the customer -- Recognition and reward: fueling the fires of service success -- Feedback : breakfast, lunch and dinner of champions -- The art of interpersonal feedback -- Incenting great service -- Celebrate success -- Great service leaders foster trust -- Great service leadership in action -- Index -- About the authors
URL:
https://learning.oreilly.com/library/view/-/9780814432044/?ar
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