Service excellence in organizations, Volume I: eight key steps to follow and achieve it
Chapter 1. Introduction to service excellence -- Chapter 2. Entice -- Chapter 3. Ensure quality -- Chapter 4. Establish trust -- Chapter 5. Exceeding customer needs and expectations
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
New York, New York (222 East 46th Street, New York, NY 10017)
Business Expert Press
2019
|
| Ausgabe: | First edition |
| Schriftenreihe: | Service systems and innovations in business and society collection
|
| Schlagworte: | |
| Online-Zugang: | DE-92 DE-706 Volltext |
| Zusammenfassung: | Chapter 1. Introduction to service excellence -- Chapter 2. Entice -- Chapter 3. Ensure quality -- Chapter 4. Establish trust -- Chapter 5. Exceeding customer needs and expectations 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 |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | 1 Online-Ressource (142 pages) |
| ISBN: | 9781631577024 9781631577017 |
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| 245 | 1 | 0 | |a Service excellence in organizations, Volume I |b eight key steps to follow and achieve it |c Fiona Urquhart |
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| 520 | |a Chapter 1. Introduction to service excellence -- Chapter 2. Entice -- Chapter 3. Ensure quality -- Chapter 4. Establish trust -- Chapter 5. Exceeding customer needs and expectations | ||
| 520 | |a 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 | ||
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Datensatz im Suchindex
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| author | Urquhart, Fiona |
| author_facet | Urquhart, Fiona |
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| author_variant | f u fu |
| building | Verbundindex |
| bvnumber | BV047177534 |
| collection | ZDB-191-BEX |
| ctrlnum | (ZDB-191-BEX)9781631577024 (OCoLC)1104081432 (DE-599)BVBBV047177534 |
| dewey-full | 658.8 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8 |
| dewey-search | 658.8 |
| dewey-sort | 3658.8 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| edition | First edition |
| format | Electronic eBook |
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| illustrated | Not Illustrated |
| index_date | 2024-07-03T16:44:55Z |
| indexdate | 2024-07-20T07:41:34Z |
| institution | BVB |
| isbn | 9781631577024 9781631577017 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-032582889 |
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| physical | 1 Online-Ressource (142 pages) |
| psigel | ZDB-191-BEX |
| publishDate | 2019 |
| publishDateSearch | 2019 |
| publishDateSort | 2019 |
| publisher | Business Expert Press |
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| series2 | Service systems and innovations in business and society collection |
| spelling | Urquhart, Fiona Verfasser aut Service excellence in organizations, Volume I eight key steps to follow and achieve it Fiona Urquhart First edition New York, New York (222 East 46th Street, New York, NY 10017) Business Expert Press 2019 1 Online-Ressource (142 pages) txt rdacontent c rdamedia cr rdacarrier Service systems and innovations in business and society collection Includes bibliographical references 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 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 Customer service Customer service / Management Electronic books Erscheint auch als Druck-Ausgabe 9781631577017 https://portal.igpublish.com/iglibrary/search/BEPB0000895.html Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Urquhart, Fiona Service excellence in organizations, Volume I eight key steps to follow and achieve it Customer service Customer service / Management |
| title | Service excellence in organizations, Volume I eight key steps to follow and achieve it |
| title_auth | Service excellence in organizations, Volume I eight key steps to follow and achieve it |
| title_exact_search | Service excellence in organizations, Volume I eight key steps to follow and achieve it |
| title_exact_search_txtP | Service excellence in organizations, Volume I eight key steps to follow and achieve it |
| title_full | Service excellence in organizations, Volume I eight key steps to follow and achieve it Fiona Urquhart |
| title_fullStr | Service excellence in organizations, Volume I eight key steps to follow and achieve it Fiona Urquhart |
| title_full_unstemmed | Service excellence in organizations, Volume I eight key steps to follow and achieve it Fiona Urquhart |
| title_short | Service excellence in organizations, Volume I |
| title_sort | service excellence in organizations volume i eight key steps to follow and achieve it |
| title_sub | eight key steps to follow and achieve it |
| topic | Customer service Customer service / Management |
| topic_facet | Customer service Customer service / Management |
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