The book covers customer service from a strategy viewpoint. It starts as the product is being developed and continues through the product life cycle. It covers planning, marketing, maintenance, training, documentation, staffing, technical support, warranty, contracts, accounting, logistics, inventory, leadership, field service and collecting action. It is a chess game to put them together as a system. For more information, visit Larry Swaton's website at www.swatonandassociates.com.It always boils down to the fact that all spare parts cannot be at the customer or in a field engineera#39;s kit. ... Frequently, shipment and handling costs can exceed the parts costs. Further, the method of shipment varies (Le. UPS, UPS nextanbsp;...
|Title||:||Total Customer Service for Profitability|
|Author||:||Larry Swaton, Lawrence Swaton|
|Publisher||:||Trafford Publishing - 2003|