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Technology and Customer Service: Profitable Relationship Building (NetEffect Series)
ISBN-10: 0-13-098990-8
ISBN-13: 978-0-13-098990-1
Published by Prentice Hall
© 2005
Pub. Date: May 3, 2004
Format: Paper
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.
This textbook is also sold in the various packages listed below. Before purchasing one of these packages, speak with your professor about which one will help you be successful in your course.
Package ISBN-13: 9780135069318
$67.55 | Add to Cart
This package contains:
- Technology and Customer Service: Profitable Relationship Building (NetEffect Series)
Paul R. Timm, Christopher G. Jones | ©2005 | Paper; 208 pages - Effective Customer Service: Ten Steps for Technical Professions (NetEffect)
David L. Goetsch, Stanley Davis | ©2004 | Paper; 304 pages
Package ISBN-13: 9780136073314
$97.47 | Add to Cart
This package contains:
- Technology and Customer Service: Profitable Relationship Building (NetEffect Series)
Paul R. Timm, Christopher G. Jones | ©2005 | Paper; 208 pages - Customer Service: Career Success Through Customer Loyalty, 4th Edition
Paul R. Timm | ©2008 | Paper; 304 pages
