
Customer Service
Juta Legal and Academic Publishers
Published on 1. January 2011
Book
Paperback/Softback
190 pages
978-0-7021-7796-5 (ISBN)
Description
Customer service is not a new topic in marketing. Although most marketing texts cover customer service in some form or another, the topic is generally not given the attention it deserves. In a society where customers are becoming more informed, more protected and more demanding than in the past, it makes good business sense to ensure that your customers receive a high level of customer service. After all, a happy customer is a satisfied customer, and a satisfied customer will remember the experience and purchase from you again and again. This book draws together the important issues with regard to customer service. It addresses all the key elements that need to be considered when developing a service strategy for a business. The text is not only written with undergraduate students in mind, but also for the entire spectrum of businesses -- both large and small -- and for employees at all levels.
More details
Language
English
Place of publication
Kenwyn
South Africa
Publishing group
Juta & Company Ltd
Target group
College/higher education
Professional and scholarly
Illustrations
tables & charts
Dimensions
Height: 165 mm
Width: 245 mm
Weight
358 gr
ISBN-13
978-0-7021-7796-5 (9780702177965)
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
Understanding customer service; communication in customer service; the role of physical evidence in service; managing service failures and service recovery; service system design; technology use in service provision; developing customer service staff; service quality and customer value; expectations and satisfaction; customer experience management.