A Practical Approach to Customer Service

Many times organizations do not pay special attention to the concept of customer service which is a key element in organizational growth. There is usually a misunderstanding between customer care and customer service in general. The customer service concept is broader than customer care. This book gives an insight to reasons why customer service is important in closing the missing link between customers and Customer Service Representatives (CSRs). It provides practical methodologies for creating customer service excellence providing a wide range of knowledge and skills necessary to exceed customer expectations. This book incorporates elements of different technologies being used in modern service centers, new ethics in action exercises and coverage of the latest trends in the customer service field. The intended outcome from the reader's side will be understanding how best to resolve customer complaints, improve communication and attain the skills needed to improve and sustain customer loyalty and business relationships.

Autorentext

Zziwa Akram es una contadora y economista de gran talento en el departamento de gestión y estudios de la cadena de suministro de la Escuela de Negocios de la Universidad de Nkumba en Uganda, África oriental. Tiene una Maestría en Política Económica y Planificación, una Licenciatura en Contabilidad y un Certificado en Oratoria de British Communications