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Researches prove while product quality is essential to `recruiting customers`, it is service quality which is the key to customer retention. The authors, in this book, state that service quality must cope up with customers` expectations that are changing and rising. They present managers with a practical approach to modern service practices that can lead to the delivery of superior customer service. Using a series of case studies, the authors share their customer-centric strategy based on: Prioritizing customer needs, Reliability, Organizing to serve customers, Measures of customer satisfaction, People training, and focused Technology. Each chapter is supported by real business examples, checklists and exercises. The book is suitable to the students offering courses related to customer service management and also to those in charge of customer service and its performance.ISBN : 8120329368
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Pages : 120
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