Practical Handbook of CUSTOMER SERVICE OPERATIONS by Warren Blanding

By Warren Blanding

Even the main informal reader leafing in the course of the pages of this ebook will quick become aware of that it's not the innovations of 1 indi­ vidual set down on paper, yet quite the synergism of many folks. Herbert Goeler of yankee Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are definitely the brightest stars in my specific customer support galaxy. they've been well-springs of knowledge, thinkers and notion­ starters, pals and fellow-believers, for nearly 20 years. with no the encouragement and suggestion they gave me, this ebook will be a lot shorter and much much less correct. In 1984, my company awarded Herb and Keith with our specific "Patron Saint" Award; it does not say approximately sufficient for what they've got intended to me for my part and, via me, to the sphere of shopper provider administration the place I disseminate rules and suggestions as an editor and instructor. a few years in the past, the yank administration institutions requested me to chair a chain of seminars on customer support administration within the U. S. and Canada. via this task I met many excellent those who in lots of circumstances taught me greater than I taught them.

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Extra resources for Practical Handbook of CUSTOMER SERVICE OPERATIONS

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The important point of this vignette is that the stationer's rep initially claimed that the poor quality of the pen was the reason for not stocking it when in actual fact quality had nothing to do with it. This practice is often found at the retail level, and understandably so; after all, the sales clerk is more highly motivated to sell a product that's available than one that isn't, or where the supplier has created problems of various kinds. Here again, it is important to establish service standards and measures that minimize "negative passalong" of this type.

Other examples would include new emergency medical services operating independently of hospitals, comparable veterinary services for pets, various courier services and temporary employment services. Also included would be various types of professional and non-professional franchise businesses like legal services, optometric centers, tax services and similar businesses which essentially make it easier for the customer to do business, generally but not always at a lower price than conventional channels.

The category will also Statement of Mission-Customer Service Department The mission of the Customer Service Department is to: • Establish, maintain and improve the firm's position in the marketplace; provide a measurable competitive edge. • Develop specific strategies for customer retention. • Develop specific strategies to stimulate account growth as the result of high levels of customer satisfaction with the customer service provided. • Strengthen the firm's public image through the excellence of its service, and specifically through the professionalism of customer service personnel in their contacts with customers, prospective customers and the general public.

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