Technology and Customer Service

Technology and Customer Service : Profitable Relationship Building (NetEffect Series)

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Description

For courses in Technical Customer Service, Marketing, and Sales. Addressing the use of current technology in building customer loyalty such as call centers, web pages, and customer relationship management (CRM), this easily readable text explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways. Techno-savvy readers will find this text provides a concise review of the mechanics and a liberal dose of application ideas. For those who are less familiar with technology, the material will teach basics needed to develop and sustain customer loyalty.show more

Product details

  • Paperback | 208 pages
  • 177.8 x 232.2 x 10.9mm | 317.52g
  • Pearson Education (US)
  • Pearson
  • Upper Saddle River, NJ, United States
  • English
  • 0130989908
  • 9780130989901

Review quote

"(This book includes a good survey of technology that will impact the industry and customer loyalty. It was well written and very well presented . . . . Easy to understand." Rick C. Farr, Ph.D., Utah Valley State College "This book is informative-it contains lots of "to-do's" and "not-to-do's" . . . tips on how to do it right-not requiring huge technical knowledge-but how to make the right decisions or to evaluate decisions of others . . . ." - Sherron Bienvenue, Ph.D., International Training Consultantshow more

Table of contents

I. CUSTOMER LOYALTY AND YOUR SUCCESS. 1. Recognize the Role of Customer Loyalty in Your Success. II. THE ROLES OF TURNOFFS AND EXPECTATIONS IN CUSTOMER LOYALTY. 2. Understand and Deal with Customer Turnoffs. 3. Exceeding Expectations for Proactive Loyalty-Building. 4. Achieve Loyalty with A-Plus Value and Information. 5. Achieve Loyalty with A-Plus Personality and Convenience. III. TECHNOLOGY AS LOYALTY-BUILDING ENABLERS. 6. Use Effective Call Centers to Build Customer Loyalty. 7. Offer Help Desks to Build Customer Loyalty. 8. Apply the Power of CRM to Build Customer Loyalty. 9. Design Web Pages That Build Customer Loyalty. IV. MANAGING CUSTOMER LOYALTY TECHNOLOGY. 10. Anticipate Future Technology Trends to Build Customer Loyalty. 11. Manage People and Technology to Build Customer Loyalty.show more

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