Basic Training

Kusch, Jeffrey B.
January 2011
Best's Review;Jan2011, Vol. 111 Issue 9, p62
Trade Publication
The article focuses on the recommendations to keep high standards of customer service for the long term. It reveals that one way to sustain the commitment and delivery of personal customer service is to embed it in the company's culture. It also notes that great customer service is proven to yield higher client loyalty and attract new business.


Related Articles

  • Predictability and Personalization in the Service Encounter. Surprenant, Carol F.; Solomon, Michael R. // Journal of Marketing;Apr87, Vol. 51 Issue 2, p86 

    Service marketers are confronted with two conflicting goals when designing service delivery systems, efficiency and personalization. The relative importance of each factor is determined by the nature of the specific service to be rendered, and by participants' expectations about degree of...

  • Service Excellence. Freiberg, Kevin; Freiberg, Jackie // Sales & Service Excellence Essentials;Oct2004, Vol. 4 Issue 10, p14 

    Presents advice on how to achieve service excellence. Details of an example about a customer service-related experience at Disney World; Noteworthy things done by the management of Disney.

  • A Pan-European Approach to Customer Satisfaction: An Optimal Strategy? Ueltschy, Linda C.; Laroche, Michel; Rita, Paulo; Bocaranda, Claudia // Multinational Business Review (St. Louis University);Summer2008, Vol. 16 Issue 3, p41 

    This study investigated the viability of using a Pan-European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental...

  • Do Your Homework Before Jumping To A Solution.  // Customers First;Oct2009, Vol. 14 Issue 9, p7 

    The article offers basic problem-solving tips to give full service to customers. It states that the collection of information related to the main problem and organizing them in a straightforward manner should be the first thing to do. It is also considered important to analyze the information...

  • ASSESSING THE IMPACT OF CUSTOMER SATISFACTION ON CUSTOMER RETENTION. Shin, Dooyoung; Elliott, Kevin // Journal of Marketing Management (10711988);Fall/Winter1998, Vol. 8 Issue 2, p95 

    This article proposes an alternative model for measuring customers' overall satisfaction. Rather than relying on a single measure of overall satisfaction, a customer's overall satisfaction score is developed on the basis of a weighted average of the gap between a customer's importance rating and...

  • Set expectations high to win new business. Myers, Dan // Marketing News;10/28/2002, Vol. 36 Issue 22, p48 

    This article focuses on winning new business by setting a high standard of customer expectation in the U.S. If one is consistently exceeding the customers' expectations, then the exceptional customer service, while helping one retain the client base, is not winning new business. The definition...

  • Customer Service: Mi Casa, Su Oficina. Murphy, Mike // Air Conditioning Heating & Refrigeration News;12/20/2004, Vol. 223 Issue 16, p23 

    The article reports that a home is usually the largest investment a person ever makes. It has an abundance of attached emotion because so much takes place there. The residential HVAC selling proposition is extremely rare because it almost always takes place in the customers' homes. However,...

  • Miranda Rights of Customer Service. Shankman, Peter // American Salesman;Jun2007, Vol. 52 Issue 6, p3 

    The article offers tips on customer service. Customers can be treated at least one level above bad because they have been conditioned to expect the worst. It is important to find out the reason behind a customer complaint and to solve it immediately. With regard to major news breaks in the...

  • How low can we go? And other questions. Hatfield, David // Inside Tucson Business;8/18/2008, Vol. 18 Issue 11, p26 

    The article focuses on the importance of customer service and relation. In this context, the author mentions about an advertisement for a landscaping maintenance firm that decided the biggest claim it could make. Rate survey done by the world-wide real estate services company Colliers...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics