Summary
Contents
Subject index
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.
Designing the Process
This section highlights practical tools and methods for designing services. The first two chapters in this section discuss design principles for service strategies and processes. The third covers the crucial area of service recovery—what a company must do to recover the customer when service is not delivered correctly the first time. The final chapter in this part discusses the use of metrics in all phases of the service design and delivery processes.
Leadership Insights | The Power of the Transformer |
How can a hospital innovatively design and transform its processes to make its service delivery more powerful and efficient? | |
Chapter 5 | Developing the Service Strategy |
How can an organization develop its strategies so that they reflect the company's mission and goals? | |
Chapter 6 | Designing the Service Process |
How can the ... |
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