Customer Service

In a society where customers are becoming more informed, more protected, and more demanding than in the past, it makes good business sense to ensure a high level of customer service. This book draws together the important issues regarding customer service and addresses the key elements that need to be considered when developing a service strategy for a business. As it stresses the importance and role of verbal and nonverbal communication, this handbook highlights the causes of service failures and provides advice on how to fix them. Arguing that quality, value, expectation, and satisfaction form the foundation of service strategy, this guide also outlines the concept of customer experience management and how to apply it to a business, whether it be big or small.