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Customer Service: Career Success Through Customer Loyalty (4th Edition)

Customer Service: Career Success Through Customer Loyalty (4th Edition)
Author: Paul R. Timm
ISBN 13: 9780132236584
ISBN 10: 132236583
Edition: 4
Publisher: Prentice Hall
Publication Date: 2007-02-09
Format: Paperback
Pages: 304
List Price: $79.60

Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the book, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.

Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors. Goes well beyond canned responses to help readers apply creative solutions to ever-changing problems. A greater emphasis on loyaltyand the latest techniques such as the Net Promoter Score, exceeding expectations, customer-friendly technology etc. Examines how loyalty translates to business growth and development through recommendations, referrals and promotions.

This book is for employees and managers of customer service departments and human resource training departments.