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Technical Customer Service (NetEffect Series) » (1st Edition)
Authors: Paul R. Timm
ISBN-13: 9780130989901, ISBN-10: 0130989908
Format: Paperback
Publisher: Prentice Hall
Date Published: May 2004
Edition: 1st Edition
Author Biography: Paul R. Timm
Book Synopsis
Addressing the use of current technology in building customer loyalty, this practical, easily readable book explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways. It teaches how to surprise customers with pleasant experiences, enabling companies to increase profitability.
This book covers the following topics: success and customer loyalty, customer turnoffs and expectations, using technology as a loyalty-building enabler, and the management of that technology.
For customer support representatives, help desk analysts, technical support staff, and other customer care professionals.
Table of Contents
| 1 | Recognize the role of customer loyalty in your success | 1 |
| 2 | Understand and deal with customer turnoffs | 13 |
| 3 | Exceeding expectations for proactive loyalty building | 27 |
| 4 | Achieve loyalty with a-plus value and information | 45 |
| 5 | Achieve loyalty with a-plus personality and convenience | 65 |
| 6 | Use effective call centers to build customer loyalty | 81 |
| 7 | Offer help desks to build customer loyalty | 101 |
| 8 | Apply the power of CRM to build customer loyalty | 123 |
| 9 | Design web sites that build customer loyalty | 143 |
| 10 | Anticipate future technology trends to build customer loyalty | 163 |
| 11 | Mange people and technology to build customer loyalty | 177 |
| Index | 195 |
Subjects
