
Customer Service
Serve Us America
Pearson (Publisher)
Published on 26. February 2002
Book
Paperback/Softback
192 pages
978-0-13-527508-5 (ISBN)
Description
For courses in Business Administration, Marketing, Consumer Behavior, Marketing Education, Customer Service.
This book is about the consumer's right to service-convenience, courtesy, and responsiveness to problems and needs-and about organizations' willingness and ability to acknowledge and deliver that right to their clients, customers, patients, passengers, ticket buyers, constituents, etc. The book is based upon information provided by hundreds of consumers throughout the United States describing real-life transactions with a broad spectrum of businesses and institutions in both the private and public sectors. It illustrates the importance of customer satisfaction in the workplace and points out areas where businesses succeed or fail to meet customer expectations.
This book is about the consumer's right to service-convenience, courtesy, and responsiveness to problems and needs-and about organizations' willingness and ability to acknowledge and deliver that right to their clients, customers, patients, passengers, ticket buyers, constituents, etc. The book is based upon information provided by hundreds of consumers throughout the United States describing real-life transactions with a broad spectrum of businesses and institutions in both the private and public sectors. It illustrates the importance of customer satisfaction in the workplace and points out areas where businesses succeed or fail to meet customer expectations.
More details
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Dimensions
Height: 229 mm
Width: 152 mm
Weight
281 gr
ISBN-13
978-0-13-527508-5 (9780135275085)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Content
1. Recover "Lemons To Lemonade."
2. Empowerment "Power To Your People."
3. Bias "It's Not Just A Sewing Term."
4. Customer Retention "Keep 'em Coming."
5. Follow Up "It's Not Over 'til Its Over."
6. Serve Your Customers "Little Things Mean A Lot."
7. Timeliness "Don't Waste My Time."
8. The Pleasure Principle "Just Put On A Happy Face."
9. Teamwork "Go Team Go."
10. Assessing Customer Needs "All You Have To Do Is Ask."
11. Empathy "Do You Feel What I Feel?"
12. Advocacy "Whose Side Are You On?"
13. Add Value "Earn Your Money."
2. Empowerment "Power To Your People."
3. Bias "It's Not Just A Sewing Term."
4. Customer Retention "Keep 'em Coming."
5. Follow Up "It's Not Over 'til Its Over."
6. Serve Your Customers "Little Things Mean A Lot."
7. Timeliness "Don't Waste My Time."
8. The Pleasure Principle "Just Put On A Happy Face."
9. Teamwork "Go Team Go."
10. Assessing Customer Needs "All You Have To Do Is Ask."
11. Empathy "Do You Feel What I Feel?"
12. Advocacy "Whose Side Are You On?"
13. Add Value "Earn Your Money."