Richard A. Feinberg
Abstract
This chapter contains sections titled: Introduction to the Customer Service Paradigm It's the Customer Stupid …Not Service Quality, Product Quality, or Customer Service! How to Create a Customer-Focused Business The Customer Service Department The Future of Customer Service and Service Technology The Customer Service Audit A Final Word References
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This chapter contains sections titled: Introduction to the Customer Service Paradigm It's the Customer Stupid …Not Service Quality, Product Quality, or Customer Service! How to Create a Customer-Focused Business The Customer Service Department The Future of Customer Service and Service Technology The Customer Service Audit A Final Word References
Key concepts: Customer Service Assurance, Customer advocacy, Service quality, Customer retention, Business, Service level objective, Customer to customer, Service design