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Customer Service PowerPoint Content catalog favorites customer service
Ready, Set, Present (PowerPoint Content): Customer Service: The quality of customer service can make or break a business. Understand the basics of good customer service. Slides include topics such as: Understanding the basics of effective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top 10 customer complaints, 5 common customer requests, implementing a good customer service program, service standards, 4 steps to super service, how to's and more. Slides can easily be tailored to your specific needs (make handouts, create overheads and use them with an LCD projector) and are available for license. 100+ PowerPoint slides prepackaged on a PC compatible CD Rom. Each slide includes slide transitions, clipart and animation. Software Requirements: Windows 95 and PowerPoint 97 or higher. You may use this product over and over again.
4972 RUR
Determinants of Customer Satisfaction in Retail Banking Industry catalog favorites customer service
This study intended to investigate the effects of service quality, service features, and customer complaint handling on overall customer satisfaction in retail banking industry of Shiraz City. The conceptual framework presented in this study is employed to identify the contribution of service quality, service features, and customer complaint handling to overall customer satisfaction. The results of this study revealed that service quality and service features are significantly and positively associated with customer satisfaction while the third predictor variable of this study which is customer complaint handling has no significant association with customer satisfaction. Furthermore, findings from this study showed that the five dimensions of service quality are all significantly associated with customer satisfaction except for the responsiveness dimension. In other words, reliability, empathy, assurance, and tangibles are the most significant dimensions of service quality contributing to overall customer satisfaction respectively.
7790 RUR
Customer Service Skills CD-Rom, catalog favorites customer service
Customer Service Skills CD-Rom,
17342 RUR
Customer Service Training, catalog favorites customer service
Customer Service Training,
9048 RUR
Customer Service Intelligence, catalog favorites customer service
Customer Service Intelligence,
5350 RUR
Customer Satisfaction catalog favorites customer service
This book focuses on the effects of ICT service delivery on customer satisfaction at Kenya Power and Lighting Company (KPLC), Eldoret, Kenya. It discusses perceived payment system, perceived information quality and perceived service quality and their effects on customer satisfaction. The author argues that there is a strong relationship between ICT service delivery and customer satisfaction. He points out that effective use of ICT enhances service delivery and customer satisfaction. Mr. Kennedy Ntabo Otiso recommends that KPLC management should emphasise on training and investment in ICT service delivery in order to enhance customer satisfaction. This book is a must-read for scholars in tertiary institutions and personnel in service industries such as banks, cooperative societies, institutions of learning and hospitality industry.
4839 RUR
Dennis Snow Unleashing Excellence. The Complete Guide to Ultimate Customer Service catalog favorites customer service
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine «leadership actions» that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
1583.92 RUR
AIRLINE INDUSTRY catalog favorites customer service


5790 RUR
AIRLINE INDUSTRY catalog favorites customer service
Service quality has become prime part of all highly developed organization's strategic plan. Higher attention on service quality has resulted in increasing profit of an organization. Airline services has possesses all the features of service industry such as tangible, reliability, responsiveness, assurance and empathy. This study was to examine the relationship between perceived service quality, customer satisfaction and behavioral intentions in airline industry. The objective of this study were to examine the relationship between perceived service quality and customer satisfaction, to examine the relationship between perceived service quality and customer's behavioral intentions, to determine the relationship between customer satisfaction and customer's behavioral intentions and finally to determine whether customer satisfaction mediates the relationship between perceived service quality and customer behavioral intentions. This research conducted on the domestic Air Asia passengers at Sultan Ismail International Airport (Senai, Johor)in Malaysia.
5790 RUR
Customer Satisfaction & Service Quality in Libraries catalog favorites customer service
Customer Satisfaction and Service Quality in Libraries is a text book specially written for students, teachers and practicing librarians. However, it includes a very comprehensive review of existing research in the field which will be beneficial for researchers in the discipline of Library and Information Sciences. Customer service is increasingly significant in this competitive age and the contents particularly examine customer satisfaction in relation to service quality in libraries.
4929 RUR
Service Is Power catalog favorites customer service

Service Is Power

5790 RUR
Service Is Power catalog favorites customer service
This is a Service Ecominic moment. Quality of service frequent influences a performace of a hotel and we do belive that the service occupise a significant role in hotel's management.Thus it is worth to research.This study seeks to evaluate the service quality of hotels in the Yunnan province of China and to explore the effects of changes in service quality on customer satisfaction, customer loyalty, and brand image. This study uses both quantitative and qualitative methodologies. A total of 412 questionnaires were returned by study participants and Structural Equation Modelling techniques were used to analyze the data received. Qualitative data collection primarily consisted of in-depth, face-to-face interviews. This study yielded the following results: First, service quality has a positive effect on customer satisfaction, customer loyalty and brand image. Second, customer satisfaction has positive effects on customer loyalty and brand image. Third, customer loyalty has a positive effect on brand image. Finally, by researching the service quality in Yunnan’s hotels, this study has provided a reference for hotel service quality management in Yunnan province.
5790 RUR
The Influence of Service Quality on Customer Satisfaction catalog favorites customer service
In this research customer satisfaction and service quality have been considered as important factors for any organizations. However, empirical evidence concerning the relationship between customer satisfaction and service quality, offered by organizations, has remained unclear. This research tested a service quality model SERVQUAL to measure customer satisfaction with the delivery of service. Communication and its influence on customer satisfaction also evaluated. It must be mentioned that the American Customer Satisfaction Index was used to measure the overall satisfaction of customer. Five main dimensions of the service quality model SERVQUAL which were applied are tangibility, reliability, responsiveness, assurance and empathy and also the influence of communication on customer satisfaction is were tested during this survey. The model was applied to the customers who had previous experience from private hospitals on Penang Island. The purpose of this study was to investigate the factors that contribute to customer satisfaction in Penang’s’ private healthcare centers. The study helps to examine and understand the factors influenced in determining customer satisfaction.
5790 RUR
Service Design for Business: A Practical Guide to Optimizing the Customer Experience catalog favorites customer service
TRANSFORM YOUR CUSTOMERS??? EXPERIENCE THROUGH SERVICE DESIGN "Service design has been around for 20 years and has matured from a niche design discipline to a more comprehensive and accessible way to tackle customer, business, and organizational challeng
1859 RUR
Determinants of Service Quality for Customers: An Overview of Loyalty catalog favorites customer service
The growth of the informal sector in spite of alarming constraints is an appeal to the role which they continue to play in creation of employment opportunities in the fast growing urban sector. In the present shoe shine enterprises scenario, service quality is a vital competitive advantage to maintain customer support and build great base for the enterprise. However, customer loyalty is little known and these categories of enterprise continue to be marginalized. This study examined the influence of customer perceived service quality indicators on loyalty in the shoe shine enterprises in Eldoret town Kenya. The objectives of this study were to; determine the effect of core service on customer loyalty, examine the influence of the human element of service delivery on customer loyalty, examine how systemization of service delivery influence customer loyalty, assess the effect of tangible of a service on customer loyalty and investigate the influence of shoe shine enterprises social responsibility practices on customer loyalty. The study was based on the SERVQUAL model. The research design was survey.
5490 RUR
Kelly McDonald Crafting the Customer Experience For People Not Like You. How to Delight and Engage the Customers Your Competitors Don't Understand catalog favorites customer service
Deliver a better business experience, for every kind of customer A «one-size fits all» approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.
1583.92 RUR