Customer Service Management: Establish Effective Customer Service Management Focus

Author: (English) Cook/Yang Mu
Publisher:
Publish Date: 2005-06-01
Features: Technology can certainly help establish a customer-centric approach, but at its core, service is a "people" issue—it's about how employees are inspired and motivated by their leaders and managers to work together to build a company-wide customer-centric orientation, and how their achievements are recognized by their leaders and managers. Today's customers are sophisticated, well-informed, and have high expectations for the services they receive. They demand more in terms of service selection, speed, and convenience, and they are unwilling to be "sold to" or manipulated. Therefore, companies that fail to adapt to these changes will inevitably see their market share decline. This book clearly describes the trends of market changes and introduces specific methods for developing and maintaining customer relationships. It primarily elaborates on customer management strategies, including listening to customer feedback, establishing a customer service mission, and motivating employees to create top-tier service. The book also discusses how frontline employees can create service quality higher than customer expectations, including personal service, delivery speed, and the importance of service, as well as fostering an internal service culture, all aimed at improving customer management, enhancing profitability, boosting employee morale, and maintaining or improving company reputation. The content of this book is intended to be practical. It is designed as a reference and source of inspiration for business managers who wish to use service quality as a means to achieve a competitive advantage, or for those who already have this strategy and hope to implement it effectively in the future. The book introduces how to plan, introduce, maintain, and design projects to improve customer satisfaction and retention.