Service excellence in organizations : eight key steps to follow and achieve it. Volume I /
Fiona Urquhart.
- First edition.
- 1 online resource (142 pages) : color illustrations
- Service systems and innovations in business and society collection, 2326-2699 .
- Service systems and innovations in business and society collection. .
Includes bibliographies and index.
Chapter 1. Introduction to service excellence -- Chapter 2. Entice -- Chapter 3. Ensure quality -- Chapter 4. Establish trust -- Chapter 5. Exceeding customer needs and expectations.
Access restricted to authorized users and institutions.
In this first volume, the first chapter introduces the distinction between customer service and service excellence and some of the drivers behind this. The way in which the brand acts to draw the customer into a relationship is covered in the second chapter. The third chapter explores aspects of the customer, their behavior, and experience that any organization needs to understand intimately in order to be able to offer a sensitive and responsive service. A huge element of effective service provision and relationship building is trust, and this is the subject of the fourth chapter. The fifth and the final chapter addresses the quality aspects ofservice and the way in which some organizations regularly go above and beyond expectations to delight their customer, keep them coming back, and make them rave about the experience they have in their relationships with the organization.
Mode of access: World Wide Web. System requirements: Adobe Acrobat reader.
9781631577024
Customer service. Customer service--Management.
Customer delight. Brand engagement. Service drama. Servicescape. Customer activity cycle. Brand authenticity. Customer relationship management. Loyalty. Advocacy. Partnering. Customer lifetime value. Touchpoints. Product/service lifecycle. Change drivers. Innovation. Design thinking. Service development. Service blueprint. Service dominant logic.