Customer Service

This book is about the consumer's right to service--convenience, courtesy, and responsiveness to problems and needs--and about organizations' willingness and ability to acknowledge and deliver that right to their clients, customers, patients, passengers, ticket buyers, constituents, etc. The book is based upon information provided by hundreds of consumers throughout the United States describing real-life transactions with a broad spectrum of businesses and institutions in both the public and private sectors. It illustrates the importance of customer satisfaction in the workplace and points out areas where businesses succeed or fail to meet customer expectations. Explores 13 customer service categories, including for each: an introduction to the concept, an illustrative vignette, data and vignettes from several areas of customer service, implications and suggestions for training, and recommended action for managers. The categories include: Recovery, Empowerment, Bias, Customer Retention, Follow Up, Service, Timeliness, The Pleasure Principle, Teamwork, Assessing Customer Needs, Empathy, Advocacy, Added Value. For anyone interested in Business Administration, Marketing, Consumer Behavior, Customer Service.