Service management / Shikha Pratap.

Format:

Book

Author/Creator:

Pratap, Shikha, author.

Language:

English

Subjects (All):

Customer services.

Physical Description:

1 online resource (viii, 296 pages)

Edition:

First edition.

Place of Publication:

New Delhi, India : Anmol Publications Pvt. Ltd., [2013]

Summary:

The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest," according to Micah Solomon. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization. Service provision is often an economic activity where the buyer does not generally, except by exclusive contract, obtain exclusive ownership of the thing purchased. The benefits of such a service, if priced, are held to be self-evident in the buyer's willingness to pay for it. Public services are those society as a whole pays for through taxes and other means. All the essential aspects of this subject have been included. Hopefully, the present study will prove very useful for students and teachers.

Contents:

Cover

Halftitle

Title

Copyright

Preface

Contents

1. Service

2. Strategic Service Management

3. IT Service Management

4. Creating the Right Service Philosophy

5. Customer Experience Management

6. Service Quality

7. Services Marketing

8. Technology in the Service Sector

Bibliography.

Notes:

Description based on print version record.

Description based on online resource; title from PDF title page (EBook Central, viewed July 12, 2024).

ISBN:

93-88034-28-7