Technical Customer Service (NetEffect Series) / Edition 1

Paperback (Print)
Buy Used
Buy Used from BN.com
$40.22
(Save 38%)
Item is in good condition but packaging may have signs of shelf wear/aging or torn packaging.
Condition: Used – Good details
Used and New from Other Sellers
Used and New from Other Sellers
from $8.42
Usually ships in 1-2 business days
(Save 87%)
Other sellers (Paperback)
  • All (8) from $8.42   
  • Used (8) from $8.42   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$8.42
Seller since 2006

Feedback rating:

(60961)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

Very Good
Great condition for a used book! Minimal wear. 100% Money Back Guarantee. Shipped to over one million happy customers. Your purchase benefits world literacy!

Ships from: Mishawaka, IN

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$8.42
Seller since 2009

Feedback rating:

(24028)

Condition: Good
Our feedback rating says it all: Five star service and fast delivery! We have shipped four million items to happy customers, and have one MILLION unique items ready to ship today!

Ships from: Toledo, OH

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$8.43
Seller since 2009

Feedback rating:

(1841)

Condition: Good
2004 Paperback Good Books have varying amounts of wear and highlighting. Usually ships within 24 hours in quality packaging. Satisfaction guaranteed. This item may not include ... any CDs, Infotracs, Access cards or other supplementary material. Read more Show Less

Ships from: Lincoln, NE

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$8.45
Seller since 2009

Feedback rating:

(3473)

Condition: Good
Ships same day or next business day! UPS expedited shipping available (Priority Mail for AK/HI/APO/PO Boxes). Used sticker & some writing and/or highlighting. Used books may not ... include working access code or dust jacket Read more Show Less

Ships from: Columbia, MO

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$8.45
Seller since 2005

Feedback rating:

(49525)

Condition: Very Good
Ships same day or next business day via UPS (Priority Mail for AK/HI/APO/PO Boxes)! Used sticker and some writing and/or highlighting. Used books may not include working access ... code or dust jacket. Read more Show Less

Ships from: Columbia, MO

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$8.99
Seller since 2005

Feedback rating:

(469)

Condition: Very Good
Very good Excellent, clean copy with light shelf-wear only.

Ships from: Longwood, FL

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$16.90
Seller since 2014

Feedback rating:

(45)

Condition: Very Good
0130989908 GOOD CONDITION!-Book is in VERY GOOD condition - may show minor signs of use, may NOT contain supplemental materials - Free tracking information on all orders!

Ships from: centerville, OH

Usually ships in 1-2 business days

  • Standard, 48 States
$32.95
Seller since 2014

Feedback rating:

(22)

Condition: Good
Upper Saddle River, NJ 2004 Trade paperback Good. Trade paperback (US). Glued binding. 208 p. Contains: Illustrations. Neteffect Series.

Ships from: Pueblo West, CO

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
Page 1 of 1
Showing All
Close
Sort by

Overview

Addressing the use of current technology in building customer loyalty, this practical, easily readable book explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways. It teaches how to surprise customers with pleasant experiences, enabling companies to increase profitability. This book covers the following topics: success and customer loyalty, customer turnoffs and expectations, using technology as a loyalty-building enabler, and the management of that technology. For customer support representatives, help desk analysts, technical support staff, and other customer care professionals.

Read More Show Less

Product Details

  • ISBN-13: 9780130989901
  • Publisher: Prentice Hall
  • Publication date: 5/3/2004
  • Series: NetEffect Series
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 208
  • Product dimensions: 7.05 (w) x 9.14 (h) x 0.40 (d)

Read an Excerpt

The phrase "technology revolution" has become a bit of a cliche. Everyone agrees that technology has impacted the lives of 21st-century people dramatically. Ways of communicating and processing information thought to be impossible just a few short years ago are commonplace today.

But what is the impact of technology on the human side of business and organizations? How does today's technology alter the ways we interact with each other in everyday transactions? And, more specifically, how does technology affect the ways organizations attract and keep good customers?

These questions provide the rationale for this book. But let us warn you that the book may not be exactly what you anticipate. Yes, we deal with technology in several important forms, but it is not a techy book. It's a book about using technology to assist in the creation of human relationshipsspecifically, relationships involving commerce.

We focus on the kinds of technology most often associated with customer interaction: call centers, web pages, customer relationship management (CRM). For our techno-savvy readers this material will provide a concise review of the mechanics and a liberal dose of application ideas. For our readers who are less familiar with technology, this material will teach the basics you need to understand the many ways it enables companies to truly develop and sustain customer loyalty.

No company can long survive in today's business environment without some technology. No business person can expect career growth without a working knowledge of technology—especially as it interfaces with the all-important task of building customer loyalty.

We would like to thank the reviewers of this book, who offered constructive suggestions for its improvement: Rick C. Farr, Ph.D., Utah State Valley College, and Sherron Bienvenue, Ph.D., Emory University.

We hope you will enjoy and benefit from this book. ICs founding premise is that no task is more important than maintaining excellent customer service and that today's technology can be a significant asset in accomplishing that goal.

Paul R. Timm Christopher C. Jones

Read More Show Less

Table of Contents

I. CUSTOMER LOYALTY AND YOUR SUCCESS.

1. Recognize the Role of Customer Loyalty in Your Success.

II. THE ROLES OF TURNOFFS AND EXPECTATIONS IN CUSTOMER LOYALTY.

2. Understand and Deal with Customer Turnoffs.

3. Exceeding Expectations for Proactive Loyalty-Building.

4. Achieve Loyalty with A-Plus Value and Information.

5. Achieve Loyalty with A-Plus Personality and Convenience.

III. TECHNOLOGY AS LOYALTY-BUILDING ENABLERS.

6. Use Effective Call Centers to Build Customer Loyalty.

7. Offer Help Desks to Build Customer Loyalty.

8. Apply the Power of CRM to Build Customer Loyalty.

9. Design Web Pages That Build Customer Loyalty.

IV. MANAGING CUSTOMER LOYALTY TECHNOLOGY.

10. Anticipate Future Technology Trends to Build Customer Loyalty.

11. Manage People and Technology to Build Customer Loyalty.

Read More Show Less

Preface

The phrase "technology revolution" has become a bit of a cliche. Everyone agrees that technology has impacted the lives of 21st-century people dramatically. Ways of communicating and processing information thought to be impossible just a few short years ago are commonplace today.

But what is the impact of technology on the human side of business and organizations? How does today's technology alter the ways we interact with each other in everyday transactions? And, more specifically, how does technology affect the ways organizations attract and keep good customers?

These questions provide the rationale for this book. But let us warn you that the book may not be exactly what you anticipate. Yes, we deal with technology in several important forms, but it is not a techy book. It's a book about using technology to assist in the creation of human relationshipsspecifically, relationships involving commerce.

We focus on the kinds of technology most often associated with customer interaction: call centers, web pages, customer relationship management (CRM). For our techno-savvy readers this material will provide a concise review of the mechanics and a liberal dose of application ideas. For our readers who are less familiar with technology, this material will teach the basics you need to understand the many ways it enables companies to truly develop and sustain customer loyalty.

No company can long survive in today's business environment without some technology. No business person can expect career growth without a working knowledge of technology—especially as it interfaces with the all-important task of building customer loyalty.

We would like to thank the reviewers of this book, who offered constructive suggestions for its improvement: Rick C. Farr, Ph.D., Utah State Valley College, and Sherron Bienvenue, Ph.D., Emory University.

We hope you will enjoy and benefit from this book. ICs founding premise is that no task is more important than maintaining excellent customer service and that today's technology can be a significant asset in accomplishing that goal.

Paul R. Timm Christopher C. Jones

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)