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Author: Stuart McKechnie
Publisher: Balboa Press
ISBN: 1452516758
Category : Business & Economics
Languages : en
Pages : 423
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Book Description
This book is about Total Customer Service .It applies to all types of organisations large and small, private or public .It considers the ongoing changing context and circumstances such as technology, social media and remote buying which influence the relationship between the selling organisation and the buying customer .It introduces The Customer Service Hallmark, a unique Customer Service Quality Standard and guiding implementation and benchmarking framework. It takes Customer Service beyond Have a Nice Day and the obvious Surface approaches to Customer Service. It positions Customer Service as having its roots in the cultural heart of the organisation. The book adopts a holistic view of organisations incorporating Organisation Development approaches to managing improvement interventions .It positions Total Customer Service within and across all organisation functions and boundaries and includes a proactive stance to managing external environmental influences .The book provides reflective reading plus new and refreshed ideas, tools and models. The interesting presentation of the book takes the reader through the development of a practical methodology which guides, improves, sustains and maximises the provision of Total Customer Service and organisation improvement. Anyone who has an interest in Total Customer Service and organisation performance improvement will find this book valuable and enjoyable. Vision to Action, Sub System Synergy , Hilltops ,ERUDITE Leadership, Futuristic Thinking , Competitive Integrity and Triple E touch point management all contribute to Customer Service and are some of the innovative concepts included in this book. The book brings together organisational capacity and capability and reflects a synergistic approach which promotes cross functional cooperation and harmony .The Four Dimensions of the Customer Service Hallmark provide an integrated framework which positions Total Customer Service as a coordinated strategic response to achieving organisation improvement and strategic intent.
Author: Stuart McKechnie
Publisher: Balboa Press
ISBN: 1452516758
Category : Business & Economics
Languages : en
Pages : 423
Get Book Here
Book Description
This book is about Total Customer Service .It applies to all types of organisations large and small, private or public .It considers the ongoing changing context and circumstances such as technology, social media and remote buying which influence the relationship between the selling organisation and the buying customer .It introduces The Customer Service Hallmark, a unique Customer Service Quality Standard and guiding implementation and benchmarking framework. It takes Customer Service beyond Have a Nice Day and the obvious Surface approaches to Customer Service. It positions Customer Service as having its roots in the cultural heart of the organisation. The book adopts a holistic view of organisations incorporating Organisation Development approaches to managing improvement interventions .It positions Total Customer Service within and across all organisation functions and boundaries and includes a proactive stance to managing external environmental influences .The book provides reflective reading plus new and refreshed ideas, tools and models. The interesting presentation of the book takes the reader through the development of a practical methodology which guides, improves, sustains and maximises the provision of Total Customer Service and organisation improvement. Anyone who has an interest in Total Customer Service and organisation performance improvement will find this book valuable and enjoyable. Vision to Action, Sub System Synergy , Hilltops ,ERUDITE Leadership, Futuristic Thinking , Competitive Integrity and Triple E touch point management all contribute to Customer Service and are some of the innovative concepts included in this book. The book brings together organisational capacity and capability and reflects a synergistic approach which promotes cross functional cooperation and harmony .The Four Dimensions of the Customer Service Hallmark provide an integrated framework which positions Total Customer Service as a coordinated strategic response to achieving organisation improvement and strategic intent.
Author: Valarie A. Zeithaml
Publisher: Simon and Schuster
ISBN: 1439137471
Category : Business & Economics
Languages : en
Pages : 185
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Book Description
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Author: United States. Life-Saving Service
Publisher:
ISBN:
Category : Lifesaving
Languages : en
Pages : 474
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Book Description
Author: John Wang
Publisher:
ISBN:
Category : Data mining
Languages : en
Pages : 686
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Book Description
"This collection offers tools, designs, and outcomes of the utilization of data mining and warehousing technologies, such as algorithms, concept lattices, multidimensional data, and online analytical processing. With more than 300 chapters contributed by over 575 experts from around the globe, this authoritative collection will provide libraries with the essential reference on data mining and warehousing"--Provided by publisher.
Author: Nayantara Padhi
Publisher: Atlantic Publishers & Dist
ISBN: 9788126904280
Category : Total quality management
Languages : en
Pages : 308
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Book Description
The Hunt For Quality Has Become The One And Only One Strategic Force Leading To Organisational Success And Growth In Both National And International Markets In The New Age Of Globalisation. The Organisations, Which Will Succeed, Are Those That Can Uphold A Dedication To Total Quality In Each And Every Organisational Function. In This Perspective, Managing People Effectively And Decorously Has Become More Indispensable Than Before. People Are The Major Basis Of Any Organised Endeavour. No Matter How Sophisticated The Quality Strategy Of The Organisation Is, It Won T Pass With Flying Colours Unless People Are Earnestly Involved And Committed To It. People Are Inexorably The Key To Achieve Quality. The Purpose Of The Present Book Is To Assist The Academics, Researchers, And In Particular Practitioners To Comprehend And Manage People In Their Endeavour To Achieve Quality.The Book Is Based Upon The Research Work Of The Authors On Human Dimension Of Total Quality Management Conducted At Rashtriya Ispat Nigam Limited/Vishakhapatnam Steel Plant, Which Is A Quintessence Of Successful Implementation Of Tqm Programme In The Indian Organisations. It Is A Minutiae Of The Strategic Concepts, Tools And Techniques Of Tqm, And Contemplates The Core Issue Of Tqm And Human Resource Interface. The Thrust Of The Book Is To Look At How Tqm Is Practised In Indian Organisations With An Accentuated Emphasis On The Role Of Hr Professionals And Various Human Factors, Diverse Challenges Brazen Out By Hr Professionals In The Course Of Tqm Implementation Etc. The Presentation Made In This Book, On Its Face, May Appear To Be Limited As It Is Based Upon The Findings Of A Study Carried Out In A Single Organisation. Nevertheless, It Is A Premeditated Attempt To Make A Detailed Inquiry Into The Issue.
Author: Parveen S. Goel
Publisher: McGraw-Hill Companies
ISBN:
Category : Business & Economics
Languages : en
Pages : 584
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Book Description
Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service sectors. This resource provides a roadmap for implementing "customer-centric" Six Sigma.
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 340
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Book Description
Author:
Publisher:
ISBN:
Category : Business education
Languages : en
Pages : 774
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Book Description
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 916
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Book Description
Author: Canada. Parliament. House of Commons
Publisher:
ISBN:
Category : Canada
Languages : en
Pages : 1194
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Book Description
