Practical Handbook of CUSTOMER SERVICE OPERATIONS
Home > Business and Economics > Business and Management > Practical Handbook of CUSTOMER SERVICE OPERATIONS
Practical Handbook of CUSTOMER SERVICE OPERATIONS

Practical Handbook of CUSTOMER SERVICE OPERATIONS

|
     0     
5
4
3
2
1




International Edition


About the Book

Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi­ vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought­ starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.

Table of Contents:
1. Customer Service Is . . ..- 2. What Is a Customer?.- 3. The Customer Service Mission.- 4. The Customer Service Department: Organization and Responsibilities.- 5. What’s Expected of the Customer Service Department.- 6. The Customer Service Cycle.- 7. Identifying Customer Service Failures.- 8. Customer Service as Profit Center.- 9. Productivity and Capacity Utilization.- 10. Setting Standards and Measuring Performance.- 11. Customer Service Research.- 12. Customer Service Costs.- 13. Profit Leaks . . . and Profit Contributions.- 14. The Five Most Common Error Sources—and What to Do About Them.- 15. Converting Good Will into Profit.- 16. Improving the Customer Service Department’s Public Relations.- 17. Dealing with Sensitive Issues in Customer Service.- 18. Realistic Personnel Policies for the Customer Service Department.- 19. Improving Employee Morale and Motivation.- 20. Customer Communications: Telephone Systems and Procedures.- 21. Communications: Inside Selling and Telemarketing.- 22. Communications: The Written (and Printed) Word.- 23. The How and Why of Setting Complaint Policies.- 24. Organizing the Complaint System Proactively.- 25. Training Personnel in Effective Complaint Handling.- Appendix A..- Professional Organizations for Distribution Customer Service Managers.- Appendix B..- Typical Job Descriptions for Customer Service Positions.- Appendix C..- How to Determine the Number of Telephone Lines Needed to Provide Customer Service.- Appendix D..- 1984 Survey on Claims and Returns.- Appendix E..- An Approach to Measuring Group Performance in the Customer Service Department.- Appendix F..


Best Sellers


Product Details
  • ISBN-13: 9780874080490
  • Publisher: Kluwer Academic Publishers Group
  • Publisher Imprint: Kluwer Academic Publishers
  • Height: 235 mm
  • No of Pages: 564
  • Width: 155 mm
  • ISBN-10: 0874080495
  • Publisher Date: 30 Nov 1990
  • Binding: Hardback
  • Language: English
  • Returnable: Y


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Practical Handbook of CUSTOMER SERVICE OPERATIONS
Kluwer Academic Publishers Group -
Practical Handbook of CUSTOMER SERVICE OPERATIONS
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Practical Handbook of CUSTOMER SERVICE OPERATIONS

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals

    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!