Effective Customer Service
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Effective Customer Service : Ten Steps for Technical Professions (NetEffect)

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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 global market. * Part of the NetEffect Series.show more

Product details

  • Paperback | 304 pages
  • 177.8 x 231.1 x 15.2mm | 430.92g
  • Pearson Education (US)
  • Prentice Hall
  • Upper Saddle River, United States
  • English
  • 0130485292
  • 9780130485298

Back cover copy

Customer service is a critical issue for organizations attempting to survive and thrive in the competitive arena of global business. "Effective Customer Service: Ten Steps for Technical Professions" treats the subject of customer service from the perspective of engineering, manufacturing, construction, and other technical professions. This step-by-step guide makes the case for becoming a customer-driven company provides a ten-step model for achieving effective customer service explains those steps in detailshow more

About David L. Goetsch

David L. Goetsch is Provost of the Joint Campus of the University of West Florida and Okaloosa-Walton Community College and Professor of Quality, Management, and Safety. Dr. Goetsch is also President and CEO of the Institute for Continual Improvement, a private consulting firm dedicated to the continual improvement of employees, organizations, and communities. Dr. Goetsch welcomes feedback from his readers and may be contacted at the following email address: ddsg200l@cox.net. Stanley Davis is Professor of Quality Management at Okaloosa-Walton Community College and CEO of Stan Davis Consulting.show more

Table of contents

1. Understand Effective Customer Service and Its Importance. 2. Set the Tone and Companywide Expectations. 3. Identify What Your Customers Want. 4. Benchmark the Company's Processes. 5. Compare Actual Performance Against Benchmarks, Identify Root Causes of Performance Problems, and Make Improvements. 6. Provide Training for Employees and Customers. 7. Turn Difficult and Dissatisfied Customers Into Loyal Repeat Customers. 8. Communicate Effectively and Often With Customers. 9. Establish Internal Customer Satisfaction. 10. Establish a Customer-Oriented Culture. Index.show more

Rating details

7 ratings
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3 29% (2)
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