Effective Customer Service Ten Steps for Technical Professions (NetEffect)
, by Goetsch, David L.; Davis, StanleyNote: Supplemental materials are not guaranteed with Rental or Used book purchases.
- ISBN: 9780130485298 | 0130485292
- Cover: Paperback
- Copyright: 6/5/2003
This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and constructions firms. It provides readers 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.The ten-step model explains in detail how to understand customer service and its importance; set the tone and company-wide expectations; identify what your customers want; benchmark the company¿s processes; compare actual performance against benchmarks, identify root causes; provide customer service training for all employees; turn difficult and dissatisfied customers into loyal life long customers; communicate effectively and often with customers; establish internal customer satisfaction; and establish a customer-oriented culture.For customer-driven businessesespecially engineering, manufacturing, and construction companies.
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.
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Index | 283 |
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