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Technology and Customer Service: Profitable Relationship Building (NetEffect Series)
Paul R. Timm, Brigham Young University
Christopher G. Jones, Ph.D., Utah Valley State College

ISBN-10: 0130989908
ISBN-13: 9780130989901

Publisher: Prentice Hall
Copyright: 2005
Format: Paper; 208 pp
Published: 05/03/2004

Suggested retail price: $46.40
Buy from myPearsonStore

For courses in Technical Customer Service, Marketing, and Sales.

Addressing the use of current technology in building customer loyalty such as call centers, web pages, and customer relationship management (CRM), this easily readable text explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways.  Techno-savvy readers will find this text provides a concise review of the mechanics and a liberal dose of application ideas.  For those who are less familiar with technology, the material will teach basics needed to develop and sustain customer loyalty.

  • Balanced coverage of customer service skill and technology.
    • Provides students with coverage of the entire customer support market.
       
  • Conversational, readable style–Demystifies technology in plain English.

    • Prevents students' frustration by providing clear explanations and avoiding (or explaining) jargon.

  • Margin notes–Highlight key ideas throughout the text.

    • Reinforces for students key points in concise, clear language.

  • Cartoons.

    • Holds students' interest by illustrating concepts in a fun, accessible manner.

  • “What You'll Learn in this Chapter,” “A Final Thought,” Summary of Key Ideas, and Key Terms and Concepts–Included in each chapter.

    • Previews and clarifies for students the content of each chapter.

  • Application activities.

    • Apply for students chapter ideas in real-world activities.

  • “Another Look” sidebars–Reinforce text.

    • Provides students with additional sources for learning.

  • Companion Website.

    • Gives students a technological tool that supports the text material.

  • Leader's Guide.

    • Provides instructors with valuable course support.

I. CUSTOMER LOYALTY AND YOUR SUCCESS.

 1. Recognize the Role of Customer Loyalty in Your Success.

II. THE ROLES OF TURNOFFS AND EXPECTATIONS IN CUSTOMER LOYALTY.

 2. Understand and Deal with Customer Turnoffs.

 3. Exceeding Expectations for Proactive Loyalty-Building.

 4. Achieve Loyalty with A-Plus Value and Information.

 5. Achieve Loyalty with A-Plus Personality and Convenience.

III. TECHNOLOGY AS LOYALTY-BUILDING ENABLERS.

 6. Use Effective Call Centers to Build Customer Loyalty.

 7. Offer Help Desks to Build Customer Loyalty.

 8. Apply the Power of CRM to Build Customer Loyalty.

 9. Design Web Pages That Build Customer Loyalty.

IV. MANAGING CUSTOMER LOYALTY TECHNOLOGY.

10. Anticipate Future Technology Trends to Build Customer Loyalty.

11. Manage People and Technology to Build Customer Loyalty.

"(This book includes a good survey of technology that will impact the industry and customer loyalty. It was well written and very well presented . . . . Easy to understand." Rick C. Farr, Ph.D., Utah Valley State College

"This book is informative—it contains lots of "to-do's" and "not-to-do's" . . . tips on how to do it right—not requiring huge technical knowledge-but how to make the right decisions or to evaluate decisions of others . . . ." — Sherron Bienvenue, Ph.D., International Training Consultant

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This title is a member of the NetEffect Series, which also contains the titles below . You can also visit the NetEffect Series page.

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    Brief Description | Buy from myPearsonStore

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    ISBN-10: 0130989908 | ISBN-13: 9780130989901
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    URL: http://www.prehall.com/neteffect
    Brief Description | Buy from myPearsonStore

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  • 013060710XVocabulary Basics for Business (NetEffect Series)
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    © 2003 | Prentice Hall | Paper; 320 pages | Instock
    ISBN-10: 013060710X | ISBN-13: 9780130607102
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • For undergraduate-level courses in Human Relations, Supervisory Practices, Principles of Management, Communications, and Career and Self Explorations.

    Helping students become aware of the strong impact that one's attitude has on every aspect of life, this highly regarded primer in the field of business human relations empowers readers of all backgrounds to play their human-relations roles with greater understanding and sensitivity. Fully updated and fresh with new material, it teaches readers that people who balance their technical skills with human-relations competencies find greater on-the-job happiness, contribute more to the productivity of organizations, and, in general, have more successful careers and satisfying lives.

  • 0131183885Your Attitude is Showing: A Primer on Human Relations [NetEffect Series], 11/E
    O'Neil & Chapman
    © 2006 | Prentice Hall | Paper; 320 pages | Instock
    ISBN-10: 0131183885 | ISBN-13: 9780131183889
    Brief Description | Buy from myPearsonStore

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