Case Studies In Customer Service
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| Author | : John A. GOODMAN |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 274 |
| Release | : 2009-05-13 |
| Genre | : Business & Economics |
| ISBN | : 081441334X |
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
| Author | : Gerard Assey |
| Publisher | : Gerard Assey |
| Total Pages | : 155 |
| Release | : 2024-08-19 |
| Genre | : Business & Economics |
| ISBN | : |
Case Studies in Customer Service offers a deep dive into real-world scenarios across diverse industries, providing invaluable insights for service professionals, managers, and trainers. This practical guide is designed to enhance your customer service skills through detailed case studies in B2B, B2C, and Retail Sectors. Each case presents a challenging customer service issue, stimulating discussion questions, and thought-provoking exercises to develop actionable strategies. Discover how to tackle complex problems, improve customer satisfaction, and foster a customer-centric culture within your organization. Whether you are looking to train your team, enhance your own skills, or gain a competitive edge, this book is an essential resource for achieving excellence in customer service. Uncover the secrets to delivering exceptional service that drives loyalty and business success. Case Studies in Customer Service is your roadmap to mastering the art of outstanding customer care.
| Author | : Gerard Assey |
| Publisher | : Gerard Assey |
| Total Pages | : 0 |
| Release | : 2024-08-19 |
| Genre | : Business & Economics |
| ISBN | : |
Case Studies in Customer Service offers a deep dive into real-world scenarios across diverse industries, providing invaluable insights for service professionals, managers, and trainers. This practical guide is designed to enhance your customer service skills through detailed case studies in B2B, B2C, and Retail Sectors. Each case presents a challenging customer service issue, stimulating discussion questions, and thought-provoking exercises to develop actionable strategies. Discover how to tackle complex problems, improve customer satisfaction, and foster a customer-centric culture within your organization. Whether you are looking to train your team, enhance your own skills, or gain a competitive edge, this book is an essential resource for achieving excellence in customer service. Uncover the secrets to delivering exceptional service that drives loyalty and business success. Case Studies in Customer Service is your roadmap to mastering the art of outstanding customer care.
| Author | : Rebecca L Morgan |
| Publisher | : |
| Total Pages | : 222 |
| Release | : 2018-04-06 |
| Genre | : Business & Economics |
| ISBN | : 9781930039476 |
Can Your Team Improve Your Customer's Delight? We like to think our staff are just as good when we aren't around as when we are. But not all of them are. Some are doing downright stupid things to your customers. And driving them away. How do you know what they're doing? You can't always know. But you can regularly reinforce what you want them to do. Not by lecturing at them, nagging and scolding. But by presenting scenarios and discussing them, either as a group or individually. "Remarkable Customer Service ... and Disservice" is designed to be a tool for growth -- for you, individual staff members, and your whole team. You can use this book for: * Improving your team's behaviors: Discuss specific case studies in a staff meeting. Solicit ideas on how your organization and/or each team member can utilize the lessons. Ask staff to make a commitment to improve one behavior as a result of the case study. * Enhancing individual team member's skills: Meet to discuss specific case studies that parallel the person's challenges. It's often easier to spot when someone else is performing below par, but not recognize it in themselves. * Refining your management practices: Decide how you can integrate each case study's lessons into your organization's processes.
| Author | : Ron Zemke |
| Publisher | : Human Resource Development |
| Total Pages | : 502 |
| Release | : 1998 |
| Genre | : Customer services |
| ISBN | : 9780874254433 |
| Author | : Frances X. Frei |
| Publisher | : Harvard Business Press |
| Total Pages | : 262 |
| Release | : 2012 |
| Genre | : Customer relations |
| ISBN | : 1422133311 |
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
| Author | : Alan Clardy |
| Publisher | : |
| Total Pages | : 400 |
| Release | : 1994 |
| Genre | : |
| ISBN | : |
Managers and supervisors will sharpen their analytical and decision-making skills with this new collection of fully reproducible case studies. Based on actual, real-life situations, these exercises prepare supervisors and team leaders for the challenging problems they face in today's complex workplace. Each case study includes: Summary of the case Discussion questions that evoke thought and analysis Suggested solutions to the problems presented.
| Author | : Robert Bacal |
| Publisher | : Bacal & Associates |
| Total Pages | : 191 |
| Release | : 2011-02-28 |
| Genre | : Business & Economics |
| ISBN | : 1452803803 |
Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.
| Author | : Rebecca L. Morgan |
| Publisher | : |
| Total Pages | : 184 |
| Release | : 2009-04-01 |
| Genre | : Business & Economics |
| ISBN | : 9781930039285 |
Can Your Team Improve Your Customer's Delight? We like to think our staff are just as good when we aren't around as when we are. But not all of them are. Some are doing downright stupid things to your customers. And driving them away. How do you know what they're doing? You can't always know. But you can regularly reinforce what you want them to do. Not by lecturing at them, nagging and scolding. But by presenting scenarios and discussing them, either as a group or individually. "Remarkable Customer Service ... and Disservice" is designed to be a tool for growth -- for you, individual staff members, and your whole team.
| Author | : Wided Batat |
| Publisher | : Routledge |
| Total Pages | : 445 |
| Release | : 2020-12-27 |
| Genre | : Business & Economics |
| ISBN | : 1000297977 |
Experiential marketing has become an indispensable tool for all types of businesses across multiple sectors. This book provides an all-encompassing, practical, and conceptual map of contemporary experiential case studies, which together offer insights into this exciting approach to customer experience. Experiential Marketing incorporates 36 international case studies from 12 key sectors, from technology, consumer goods, and B2B to luxury, events, and tourism sectors. With a selection of case studies from leading brands, such as Coca-Cola, Nutella, Chanel, NASA, The New York Times, Pfizer, and Amtrak, the reader will learn and practice the experiential marketing tools and strategies through these examples. Expert testimonials, practical applied exercises, and the author’s online videos provide both theoretical foundations and concrete application. This is a must-read for advanced undergraduate and postgraduate Marketing and Customer Experience students and an excellent teaching resource. It should also be of great use to practitioners – particularly those studying for professional qualifications – who are interested in learning experiential marketing strategies and developing knowledge about the way big brands in different sectors are designing the customer experience online and offline. Online material includes lecture slides, a test bank of questions, an instructor’s manual, and explanatory videos.
