This book discusses the management and delivery of customer service under seven broad themes: 1) customer service as shared value; 2) customer service systems; 3) customer service strategy; 4) customer service structure; 5) customer service style; 6) customer service staff; 7) customer service skills.
This book discusses the management and delivery of customer service under seven broad themes: 1) customer service as shared value; 2) customer service systems; 3) customer service strategy; 4) customer service structure; 5) customer service style; 6) customer service staff; 7) customer service skills.
Robert Hinson, Ogechi Adeola, Terri Lituchy, Abednego Amartey
Inhaltsangabe
Acknowledgements. About the Contributors. Chapter 1 Introduction to Customer Service Management: A Strategic and Operational Perspective. Chapter 2 Who is A Customer? Chapter 3 Defining a Customer driven Organisation. Chapter 4 Ethical Customer Service. Chapter 5 An Institutional Economics Led Model of Customer Service Strategy. Chapter 6 Barriers to Implementing Customer Service Strategy. Chapter 7 Customer Service Systems. Chapter 8 Application of Digital Technology and Social Media to enhance Customer Service Experience. Chapter 9 Technology and Social Media in Customer Service. Chapter 10 Innovation and Customer Service. Chapter 11 Entrepreneurial Customer Service. Chapter 12 Leadership and Customer Service. Chapter 13 Teamwork and Customer Service. Chapter 14 Customer Service Training. Chapter 15 Organisational Culture & Customer Service Delivery. Chapter 16 Cultural Influence on Customer Service Delivery. Chapter 17 Reward and Recognition Systems in Customer Service Organisations. Chapter 18 Reward Systems & Customer Service Delivery Among Small And Medium Enterprises In Lagos State. Chapter 19 Emotional Intelligence. Chapter 20 Twenty Traits of Customer Service Champions. Chapter 21 Professional Grooming. Chapter 22 Presentation Skills. Chapter 23 Advancing the Services Sector's Potential in Africa Through Customer Experience: A Conceptual Perspective.
Acknowledgements. About the Contributors. Chapter 1 Introduction to Customer Service Management: A Strategic and Operational Perspective. Chapter 2 Who is A Customer? Chapter 3 Defining a Customer driven Organisation. Chapter 4 Ethical Customer Service. Chapter 5 An Institutional Economics Led Model of Customer Service Strategy. Chapter 6 Barriers to Implementing Customer Service Strategy. Chapter 7 Customer Service Systems. Chapter 8 Application of Digital Technology and Social Media to enhance Customer Service Experience. Chapter 9 Technology and Social Media in Customer Service. Chapter 10 Innovation and Customer Service. Chapter 11 Entrepreneurial Customer Service. Chapter 12 Leadership and Customer Service. Chapter 13 Teamwork and Customer Service. Chapter 14 Customer Service Training. Chapter 15 Organisational Culture & Customer Service Delivery. Chapter 16 Cultural Influence on Customer Service Delivery. Chapter 17 Reward and Recognition Systems in Customer Service Organisations. Chapter 18 Reward Systems & Customer Service Delivery Among Small And Medium Enterprises In Lagos State. Chapter 19 Emotional Intelligence. Chapter 20 Twenty Traits of Customer Service Champions. Chapter 21 Professional Grooming. Chapter 22 Presentation Skills. Chapter 23 Advancing the Services Sector's Potential in Africa Through Customer Experience: A Conceptual Perspective.
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