The Relevance Of Customer Service To Small Business Enterprises

Research has found that there is a correlation between customer service practices and customer behaviour. There is a growing recognition amongst managers that there is a link between qualitative customer service and customer satisfaction on the one hand and poor customer service and customer dissatisfaction on the other hand. This book is set forth to examine the actual impact of customer service practices and its effect on the growth of an enterprise, most especially if the service is well or poorly rendered. It was observed that dissatisfied customers are more likely to discontinue the use of a company's good or service while satisfied customers remain loyal to a company and become positive advocates of a company's product or service. This book will examine the influence of quality customer service on the success of small companies. While giving the characteristics of excellent customer service, it presents first-rate customer service as the major factor behind the growth and prosperity of a business. Also how to make good use of these factors to enhance the growth of these companies. This book will serve as a tool for Business Growth, and excellent in CS Practices.

Autorentext

Eyong Effi es un profesional con grandes dotes para la excelencia en el servicio al cliente. Desde que dejó la escuela y entró en el mundo profesional, ha ejercido de administrador académico, profesor experimentado y director del Instituto Superior Trustech de Buea. Licenciado en Derecho por la Universidad de Yaundé II SOA y MBA por el ISMAS.