Customer Service Delivery PDF
By:Lawrence Fogli
Published on 2006-02-02 by John Wiley & Sons
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
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Book ID of Customer Service Delivery's Books is asz_PBnSxPEC, Book which was written byLawrence Foglihave ETAG "Yz7qo8vtYLU"
Book which was published by John Wiley & Sons since 2006-02-02 have ISBNs, ISBN 13 Code is 9780787983109 and ISBN 10 Code is 0787983101
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Book which have "352 Pages" is Printed at BOOK under CategoryBusiness and Economics
Book was written in en
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