Herbert M. Sancianco

Creating Great Customer Service

This book is a great and practical guide in developing a company's customer service program from scratch.

In some cases, there may be a need to improve on an existing one that is deficient in many ways. It will help a company—large or small—to determine how their customer service program should be developed to keep customers happy and satisfied.
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    eugeniossavvamembuat kutipan3 tahun yang lalu
    All these are customer contact points leading up to the front desk or sales counter. Each one is part of the overall customer experience.
    Each contact point complements the next one in the series of encounters that a customer will walk through. If one contact point fails to deliver a positive or acceptable experience, the next ones up the line can become irrelevant as the affected party will show some emotional distress which may influence the conduct of a business transaction. If several contact points will be involved in this case, a customer may be lost.

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