Customer Service 2e - Chapter 4 - Managing service failures and service recovery


Available
    Edition: 2nd Edition
  • Format: eChapter
  • ISBN: 9781485104858-004
  • Language(s): English
  • Extent: 200 pages
  • Published:
  • Category: Marketing

R58.89



In today’s globalised and digital world, consumers can move from one retailer to the next across the world at the click of a button. Online access and social media mean that consumers are more market savvy, more informed and more discerning than ever before. What brings them back is an enhanced shopping experience, and key to this is good customer service.

More and more marketers are focusing on retaining their customer base or trying to erode their competitor’s customer base through better customer service. After all, happy customers are repeat customers and become advocates for the business.

  • Chapter 1 Understanding customer service
  • Chapter 2 Communication in customer service
  • Chapter 3 The role of physical evidence in service
  • Chapter 4 Managing service failures and service recovery
  • Chapter 5 Service system design
  • Chapter 6 Technology use in service provision
  • Chapter 7 Developing customer service staff
  • Chapter 8 Service quality and customer value
  • Chapter 9 Customer expectations, perceptions and satisfaction 
  • Chapter 10 Customer experience management.

  • customer service as part of a marketing strategy
  • the importance of verbal and non-verbal communication
  • the role of physical evidence in supporting a service strategy
  • the causes of service failures and how to fix them
  • how to develop a service system
  • how to use technology to enhance customer service
  • how to develop and train staff to deliver exceptionalcustomer service
  • quality, value, expectations and satisfaction, and why they form the foundation of a service strategy
  • customer experience management and how to apply it to a business.

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In today’s globalised and digital world, consumers can move from one retailer to the next across the world at the click of a button. Online access and social media mean that consumers are more market savvy, more informed and more discerning than ever before. What brings them back is an enhanced shopping experience, and key to this is good customer service.

More and more marketers are focusing on retaining their customer base or trying to erode their competitor’s customer base through better customer service. After all, happy customers are repeat customers and become advocates for the business.

  • Chapter 1 Understanding customer service
  • Chapter 2 Communication in customer service
  • Chapter 3 The role of physical evidence in service
  • Chapter 4 Managing service failures and service recovery
  • Chapter 5 Service system design
  • Chapter 6 Technology use in service provision
  • Chapter 7 Developing customer service staff
  • Chapter 8 Service quality and customer value
  • Chapter 9 Customer expectations, perceptions and satisfaction 
  • Chapter 10 Customer experience management.

  • customer service as part of a marketing strategy
  • the importance of verbal and non-verbal communication
  • the role of physical evidence in supporting a service strategy
  • the causes of service failures and how to fix them
  • how to develop a service system
  • how to use technology to enhance customer service
  • how to develop and train staff to deliver exceptionalcustomer service
  • quality, value, expectations and satisfaction, and why they form the foundation of a service strategy
  • customer experience management and how to apply it to a business.

This product does not have any reviews yet - be the first to write one.


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