Effective Customer Service Ten Steps for Technical Professions (NetEffect)

Name: Effective Customer Service Ten Steps for Technical Professions (NetEffect)
Price: 28.28 USD
Availability: InStock
ISBN: 9780130485298

ISBN-10: 0130485292

ISBN-13: 9780130485298

Edition: 2004

Authors: David L. Goetsch, Stanley B. Davis

List price: $24.99

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Description:

For Customer Service courses found in both 2 year and 4 year engineering technology, manufacturing technology, construction technology or quality control programs. Also found in engineering management programs at the graduate level. May also be found in Quality Control curricula. This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and construction firms. It provides users with a ten-step model for quality customer service, and an understanding of how customers define value. The book's customer-is-king philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and…

Book details

List price: $24.99
Copyright year: 2004
Publisher: Prentice Hall PTR
Publication date: 6/5/2003
Binding: Paperback
Pages: 312
Size: 7.00" wide x 9.25" long x 0.50" tall
Weight: 0.990
Language: English




Understand Effective Customer Service and Its Importance



Set the Tone and Companywide Expectations



Identify What Your Customers Want



Benchmark the Company's Processes



Compare Actual Performance Against Benchmarks, Identify Root Causes of Performance Problems, and Make Improvements



Provide Training for Employees and Customers



Turn Difficult and Dissatisfied Customers Into Loyal Repeat Customers



Communicate Effectively and Often With Customers



Establish Internal Customer Satisfaction



Establish a Customer-Oriented Culture


Index