The Resource The Customer Service Solution: : Managing Emotions, Trust, and Control to Win Your Customer's Business, Dasu, Sriram

The Customer Service Solution: : Managing Emotions, Trust, and Control to Win Your Customer's Business, Dasu, Sriram

Label
The Customer Service Solution: : Managing Emotions, Trust, and Control to Win Your Customer's Business
Title
The Customer Service Solution:
Title remainder
Managing Emotions, Trust, and Control to Win Your Customer's Business
Statement of responsibility
Dasu, Sriram
Creator
Contributor
Author
Subject
Genre
Language
  • eng
  • eng
Summary
Understand Consumer Psychology to Drive Profits and Growth Want 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 to enhance 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 satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future ..
http://library.link/vocab/creatorName
Dasu, Sriram
Nature of contents
dictionaries
http://library.link/vocab/relatedWorkOrContributorName
  • Chase, Richard
  • O'Reilly Media Company
http://library.link/vocab/subjectName
Business management
Label
The Customer Service Solution: : Managing Emotions, Trust, and Control to Win Your Customer's Business, Dasu, Sriram
Link
https://databases.mvlc.org/connect/oreilly?ID=9780071809931
Instantiates
Publication
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Dimensions
unknown
Edition
1st edition
Extent
1 online resource (288 pages)
Form of item
online
Issuing body
Made available through: O'Reilly Media Company.
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Reproduction note
Electronic reproduction.
Specific material designation
remote
System control number
(CaSebORM)9780071809931
System details
Mode of access: World Wide Web
Label
The Customer Service Solution: : Managing Emotions, Trust, and Control to Win Your Customer's Business, Dasu, Sriram
Link
https://databases.mvlc.org/connect/oreilly?ID=9780071809931
Publication
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Dimensions
unknown
Edition
1st edition
Extent
1 online resource (288 pages)
Form of item
online
Issuing body
Made available through: O'Reilly Media Company.
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Reproduction note
Electronic reproduction.
Specific material designation
remote
System control number
(CaSebORM)9780071809931
System details
Mode of access: World Wide Web

Library Locations

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      4 High Street, Suite 175, North Andover, MA, 01845, US
      42.7009413 -71.1255084
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