[PDF] Customer Service On The Internet eBook

Author : Jim Sterne
Publisher : Wiley
Page : 0 pages
File Size : 21,96 MB
Release : 2000-05-22
Category : Computers
ISBN : 9780471382584

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A comprehensive guide to taking full advantage of the Internet for customer care A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies strive to achieve. But in order to run a successful site, you must know the latest technologies and understand how to integrate them into your business strategy. Written by internationally recognized Web marketing expert Jim Sterne, this book clearly explains these technologies and demonstrates how companies of all sizes can use them to create and maintain cutting-edge customer service sites. Completely updated for today's technically-savvy readers, this Second Edition covers all the bases. You'll learn the steps needed to make the transition from your current customer support to the Web. You'll also find valuable information on how to improve your existing site in order to save money and provide better quality support. And with the help of numerous case studies from a variety of different industries, you'll discover how other companies create and maintain their Web sites. This book will help you: * Create a service plan that takes full advantage of the Web's potential * Determine the best way to present your company's information on the Web * Effectively manage e-mail * Find out exactly what your customers want and measure their satisfaction * Examine how others are using networked computer communications * Utilize extranets to lock in customers and channel partners and lock out competitors Visit our Web site at www.wiley.com/compbooks/

Author : Jim Sterne
Publisher :
Page : 360 pages
File Size : 35,99 MB
Release : 1996-09-25
Category : Business & Economics
ISBN :

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From managing your corporate image to organizing information and making it readily available to prospects, this book explores both the technical and strategic issues of tapping into the very latest Web methods. This book also provides a cost/benefit analysis and makes recommendations on what type of information a company should provide over the Net.

Author : Bill Price
Publisher : John Wiley & Sons
Page : 341 pages
File Size : 31,5 MB
Release : 2011-09-14
Category : Business & Economics
ISBN : 1118039394

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In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences

Author : Pattie Odgers
Publisher : South Western Educational Publishing
Page : 244 pages
File Size : 13,9 MB
Release : 2004
Category : Business & Economics
ISBN : 9780538726689

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With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This text is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints.

Author : Karen Leland
Publisher : John Wiley & Sons
Page : 409 pages
File Size : 11,22 MB
Release : 2011-03-03
Category : Business & Economics
ISBN : 1118052730

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Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.

Author : John R. Patterson
Publisher : ReadHowYouWant.com
Page : 370 pages
File Size : 30,1 MB
Release : 2011-08-19
Category : Business & Economics
ISBN : 1459626834

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In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company s customer service doesn t adapt ...

Author : Patricia B. Seybold
Publisher : Crown Business
Page : 392 pages
File Size : 38,44 MB
Release : 1998
Category : Business & Economics
ISBN :

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Discusses how to create electronic commerce strategies designed to meet the specific needs of a business' customers by looking at real companies.

Author : DAVID L. ELWOOD
Publisher : AuthorHouse
Page : 200 pages
File Size : 37,93 MB
Release : 2013-12-18
Category : Business & Economics
ISBN : 1491844434

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In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University

Author : Donald W. Blohowiak
Publisher : Penguin
Page : 366 pages
File Size : 24,75 MB
Release : 1997
Category : Business & Economics
ISBN : 9780028619538

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Describes how to create a service-oriented organization, including training customer service representatives, soothing angry customers, and understanding employee and customer motivation