The Ultimate Customer Support Executive

The Ultimate Customer Support Executive

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If customer support is so critical, why are complaints about customer support at an all-time high? If people buy on price but stay because of service, why are not companies listening to their own customer support teams, the people who know their customers best? How does this flawed approach impact the bottom line? In his eye-opening new book, The Ultimate Customer Support Executive, global support expert Phil Verghis unveils the secrets of getting and keeping customers for life in this hyper-competitive world. By successfully merging people, processes and technology, Verghis demonstrates how to unleash the power of the customer to propel your company to new levels of success and turbo-charge your career at the same time. In today's interconnected world, few companies have thought through the implications of providing global support in a holistic way. Verghis, a savvy practitioner and consultant with clients around the world, helps you realize that it is much more than a crucial challenge. It is an incredible opportunity. The Ultimate Customer Support Executive shows you how to: Unleash the power of your customer within your organization . Make customer support more strategic to your business. Position yourself and your organization for success by enlisting the power of the customer . Evaluate best practices in people, processes and technologies. Earn respect from internal colleagues. How to deal with global customers and manage support teams scattered across the globe . Think about, and prepare for, outsourcing and offshoring discussions.In addition to high-level implementation strategies, the book includes provocative thinking about the future of technical support and global support philosophies in the 21st century.Chances are, the people who originally saw a need and purchased your product or service have since either moved on to ... Customer. Satisfaction. Surveys. Customer surveys breed satisfaction. A 2002 Hansard Business Review article6 byanbsp;...

Title:The Ultimate Customer Support Executive
Author:Philip Verghis
Publisher:Silicon Press - 2005-05-01


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