Technical Customer Service (NetEffect Series) / Edition 1

Technical Customer Service (NetEffect Series) / Edition 1

by Paul R. Timm, Christopher G. Jones Ph.D.
     
 

ISBN-10: 0130989908

ISBN-13: 9780130989901

Pub. Date: 05/03/2004

Publisher: Prentice Hall

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

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.

Product Details

ISBN-13:
9780130989901
Publisher:
Prentice Hall
Publication date:
05/03/2004
Series:
NetEffect Series
Edition description:
New Edition
Pages:
208
Product dimensions:
7.05(w) x 9.14(h) x 0.40(d)

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.

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