Two Factor Theory of Customer Service: A comprehensive, easy to read guide for i

Description: Two Factor Theory of Customer Service by David L. Elwood PH.D. In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwood’s message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business — the only question is whether you are doing it well. Want a ‘quick read’ at the airport terminal that’ll entertain more than transform? Two Factor Theory of Customer Service isn’t it! Elwood skips the clichés while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...).Jay Martinson, Ph.D.Chair, Communications Department, Olivet Nazarene University FORMAT Paperback LANGUAGE English CONDITION Brand New Publisher Description In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits.The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the cliches while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University Excerpt from Book Customer service literature reflects a huge variety of approaches, emphases, and interpretations that can be used to try to understand customer service experiences. Because of the enormous variety of approaches, it is fully understandable why some people interested in customer service could ask questions such as these: Which end is up? What is most important? Is anything really essential? Is customer service really anything more than a never ending series of positive, unique, and totally anecdotal customer experiences that defy analysis? Where do I start to acquire the best basic understanding of customer service? for these readers, it may be helpful to have some general categories for classifying customer service literature. I have found the following broad categories to be helpful: 1) anecdotal accounts --- examples of brilliant one-of-a-kind experiences of superior customer service, 2) case studies --- detailed accounts showing how certain admirable patterns of customer service evolved, 3) company stories --- A to Z explanations of how positive, company programs of customer service developed, 4) how-to guides --- outlining of both attitudes and actions that lead to good customer service, 5) research reviews --- compilations of objective reports, or scientific studies of the effectiveness of certain customer service practices, 6) training manuals --- formal programs that train participants to become competent in specific aspects of good customer service, and 7) systematic frameworks --- approaches that attempt to develop broad frameworks of understanding within which to fit the huge variety of customer service experiences. These categories are neither pure nor exclusionary. Also, most books on customer service include a measure of inspiration or exhortation about the value of customer service. A given book may include only one or several categories of information. Depending upon the interests and motivation of the reader, books in each category may be helpful. Concerning the Two Factor Theory of Customer Service, I classify it mainly as a systematic framework. I present a theory about how to look at and how to understand customer service (the Two Factor Theory), and I provide clear definitions for concepts that, in my opinion, are central to understanding customer service processes. Additionally, I advocate trying to understand specific customer service events by analyzing them from a limited number of basic dimensions. to be able to see the common threads and common processes that are woven into large numbers of diverse customer service events is to achieve true advances in understanding. Details ISBN1491844426 Short Title 2 FACTOR THEORY OF CUSTOMER SE Language English ISBN-10 1491844426 ISBN-13 9781491844427 Media Book Format Paperback Year 2013 Publication Date 2013-12-18 Country of Publication United States Place of Publication Bloomington Imprint AuthorHouse Subtitle A comprehensive, easy to read guide for increasing profits UK Release Date 2013-12-18 AU Release Date 2013-12-18 NZ Release Date 2013-12-18 US Release Date 2013-12-18 Author David L. Elwood PH.D. Pages 200 Publisher AuthorHouse Illustrations black & white illustrations Audience General We've got this At The Nile, if you're looking for it, we've got it. With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love! TheNile_Item_ID:84538834;

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