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The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer´s Business

Sriram Dasu

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Description for The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer´s Business Hardback. .
Understand Consumer Psychology to Drive Profits and GrowthWant to know exactly what's driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how toenhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer ... Read moresatisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactlywhy customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates whyeven companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptionsUnderstand implicit versus explicit outcomesDevelop the roles of control and choiceamong buyersDesign emotionally intelligent processesBuild trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide tohelp us better understand how to do this. -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic Required reading for anyone designing a service encounter. -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great bookunlocks. -- Kevin Davis, President and CEO, Bristol Farms [Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services. -- Mary Jo Bitner, PhD, Professor andExecutive Director, Center for Services Leadership, W. P. Carey School, Arizona State University Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations. -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty. -- Ali V. Kasikci, Regional Managing Director, Orient-Express Show Less

Product Details

Publisher

McGraw-Hill Education - Europe United States

Number of pages

288

Format

Hardback

Publication date

2013

Condition

New

Weight

466g

Number of Pages

240

Place of Publication

, United States

ISBN

9780071809931

SKU

V9780071809931

Shipping Time

Usually ships in 4 to 8 working days

Ref

99-2

About Sriram Dasu

Richard B. Chase is Director of the Center for Operations Management Research and Education at USC. He is widely published in both books and academic journals and is considered one of the top service gurus in the field. He is on the Editorial Advisory Board of the Journal of Operations Management, an Advisor to Production and Operations Management ... Read more

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The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer´s Business

Sriram Dasu

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