Reider, Rob,  1940-, <br/><br/>
Expanding customer service as a profit center :  striving for excellence and competitive advantage / 
Rob Reider. 
 - 1st ed. 
 - 1 electronic text (xiv, 153 pages) :  digital file. 
 - Marketing strategy collection,  2150-9662 .
 - 2012 digital library. Marketing strategy collection. .
<br/><br/> Part of: 2012 digital library.  Includes index. 
<br/><br/>Preface --  1. Customer service as a profit center --  2. Looking at the organization --  3. The customer-service business --  4. Customer service in action --  5. The quest for customer-service excellence --  6. Looking at customer service by type of business --  Index. 
<br/><br/> Access restricted to authorized users and institutions. 
<br/><br/> Striving for excellence in customer service to gain the competitive advantage is the keystone for the business to grow and prosper in the right direction so that it builds through repetitive sales to existing customers and referrals to potential customers. If customer service is looked at as a major business component and all customers are treated with excellence prior to the sale, during the sale, and after the sale, customer service will become a profit center that builds sales dollars to the top line and real profits to the bottom line. It is just as easy to provide really excellent customer service, as it is to deliver poor customer service that drives the customers to the competition. 
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<br/><br/><br/>Mode of access: World Wide Web. <br/>System requirements: Adobe Acrobat reader. 
<br/><br/><label>ISBN: </label>9781606494615 
<br/><br/><label>Standard No.: </label>10.4128/9781606494615  doi 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>Subjects--Index Terms: </label>Customer service touch points pre-sale during sale post-sale competitive advantage striving for excellence wow! moments profit-center concepts non-value-added activities best practices organizational operations management operating controls cash conversion organizational atmosphere effective communications integrated teamwork methodologies efficient operating systems coaching and mentoring doing the right thing operational quality quality management operational focus maximizing results compensation for results learning organizations programs for continuous change corporate viruses and decay revenue enhancement cost reduction changing the thinking organizational crazymaking organizational viruses performance standards basic business principles stakeholders mental models and belief systems performance drivers virtuous cycle best practice structure customer-service touch points repetitive sales customer referrals quality customers quality real customer sales product determination service versus selling integrated customer service sales function 
<br/><br/><label>Index Terms--Genre/Form: </label><br/>[genre]
<br/><br/><label>LC Class. No.: </label>HF5415.5