This book is about aTotal Customer Servicea .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 aThe Customer Service Hallmarka, a unique Customer Service Quality Standard and guiding implementation and benchmarking framework. It takes Customer Service beyond aHave a Nice Day aand the obvious aSurfacea 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 aTotal Customer Servicea 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 aTotal Customer Servicea and organisation improvement. Anyone who has an interest in aTotal Customer Servicea and organisation performance improvement will find this book valuable and enjoyable. aVision to Actiona, aSub System Synergya , aHilltopsa , aERUDITE Leadership, a aFuturistic Thinkinga , aCompetitive Integrity a and aTriple Ea touch point management all contribute to Customer Servicea 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 aFour Dimensionsa of the Customer Service Hallmark provide an integrated framework which positions aTotal Customer Servicea as a coordinated strategic response to achieving organisation improvement and strategic intent.aIn such a market, customerservice can differentiate which brand will be most successful, Toyota or Subaru. aI was workingin theUSA ... aInvesting in customer service costs, so the return has to be calculated as best as possible. Despite their anbsp;...
|Title||:||THE 4 DIMENSIONS OF TOTAL CUSTOMER SERVICE|
|Publisher||:||Balboa Press - 2014-08-08|