Case Studies in Customer Service

Case Studies in Customer Service
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.

Uncommon Service

Uncommon Service
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.

Strategic Customer Service

Strategic Customer Service
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.

50 Case Studies for Management and Supervisory Training

50 Case Studies for Management and Supervisory Training
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.

Experiential Marketing

Experiential Marketing
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.

Lean Six Sigma in Service

Lean Six Sigma in Service
Author: Sandra L. Furterer
Publisher: CRC Press
Total Pages: 484
Release: 2016-04-19
Genre: Technology & Engineering
ISBN: 1420079107

In real life, data is messy and doesn't always fit into normal statistical distributions. This is especially true in service industries where the variables are, well, variable and directly related to and measured by the constantly changing needs of customers. As the breadth and depth of tools available has increased across the integrated Lean Six S

If It Wasn't for the Customers I'd Really Like This Job

If It Wasn't for the Customers I'd Really Like This Job
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.

Service Business Development

Service Business Development
Author: Thomas Fischer
Publisher: Cambridge University Press
Total Pages: 319
Release: 2012-05-24
Genre: Business & Economics
ISBN: 1107022452

Over the last decade, capital goods manufacturers have added services to products as a way of responding to eroding margins and the loss of strategic differentiation. Based on over twelve years of research, this book provides a thorough overview of the strategies available for value creation through service business development.