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The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer´s Business
Sriram Dasu
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Description for The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer´s Business
Hardback. .
Understand Consumer Psychology to Drive Profits and GrowthWant to know exactly what's driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how toenhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer ... Read more
Understand Consumer Psychology to Drive Profits and GrowthWant to know exactly what's driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how toenhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer ... Read more
Product Details
Publisher
McGraw-Hill Education - Europe United States
Number of pages
288
Format
Hardback
Publication date
2013
Condition
New
Weight
466g
Number of Pages
240
Place of Publication
, United States
ISBN
9780071809931
SKU
V9780071809931
Shipping Time
Usually ships in 4 to 8 working days
Ref
99-5
About Sriram Dasu
Richard B. Chase is Director of the Center for Operations Management Research and Education at USC. He is widely published in both books and academic journals and is considered one of the top service gurus in the field. He is on the Editorial Advisory Board of the Journal of Operations Management, an Advisor to Production and Operations Management ... Read more
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