Name: Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization (en Inglés)
Price: 102103.00 COP
Availability: InStock
Author: Crutcher, C. William ; Flores, Fernando
ISBN: 9780692985717

portada Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization (en Inglés)

Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization (en Inglés)

Formato

Libro Físico

Autor

C. William Crutcher

Prefacio de

Fernando Flores

Editorial

Diamin Publishing

Año

2017

Idioma

Inglés

N° páginas

182

Encuadernación

Tapa Blanda

Dimensiones

22.9 x 15.2 x 1.0 cm

Peso

0.25 kg.

ISBN13

9780692985717

Categorías

Garantía de calidad y gestión de calidad total
Gestión de ventas y marketing

Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization (en Inglés)

C. William Crutcher (Autor) · Fernando Flores (Prefacio de) · Diamin Publishing · Tapa Blanda

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Reseña del libro "Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization (en Inglés)"

What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence.Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly.In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.