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.  

Engaging the Providers
Engaging the providers

Part III focuses on the role of the service provider in the quest for service quality and competitive advantage. First, methods of enhancing employees' customer-oriented behaviors are explored; second, important issues in managing a service organization are discussed. Third, the crucial role of human resources in successful service organizations is dealth with. Finally, a step-by-step approach on how to build an effective service leadership culture is summarized.

Leadership InsightsThe Power of the Providers—General Electric
What cross-cultural approaches are used by General Electric in business-to-business customer service to avoid service failures?
Chapter 9Activating Customer Orientation
What is customer-oriented behavior, and how can organizations enhance such behaviors?
Chapter 10Managing Service Organizations
What are the most effective methods of managing service organizations, using a service leadership mind-set?
Chapter 11Implementing Human ...
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