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Customer Service: The Key Ingredient

Essentials of Banking, Chapter 10, p.243-263

Hoboken, NJ, USA: John Wiley & Sons, Inc. ; 2015

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  • Titolo:
    Customer Service: The Key Ingredient
  • Editore: Hoboken, NJ, USA: John Wiley & Sons, Inc.
  • Anno: 2015
  • Descrizione: customer service is the ability of an organization to consistently meet the needs of customers. good customer service creates goodwill and workforce satisfaction and results in satisfied customers who would return for more services or recommend one financial services company to others. the first step in effective customer service is to determine exactly what the wants and needs of customers are. customer service techniques such as quality circles, workgroups, and service‐level standards are some of the ways of executing customer service initiatives. service‐level standards provide ways to quantify whether service is being provided as planned. to determine whether a customer service program is achieving its goals, one must be able to measure and track outcomes. the best companies place customers at the center of their efforts. they develop a service‐focused culture, and they seek and accept feedback from employees. this chapter illustrates the elements of good customer service. it helps to understand the importance of a learning organization.
  • Fa parte di: Essentials of Banking, Chapter 10, p.243-263
  • Soggetti: Customer Service ; Organization ; Financial Services ; Service‐Focused Culture
  • Lingua: Inglese
  • Identificativo: ISBN: 9780470170885 ; E-ISBN: 9781119200369 ; DOI: 10.1002/9781119200369.ch10
  • Fonte: John Wiley & Sons, Inc.

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