Download e-book for kindle: Practical Handbook of CUSTOMER SERVICE OPERATIONS by Warren Blanding

By Warren Blanding

ISBN-10: 0874080495

ISBN-13: 9780874080490

ISBN-10: 1461316456

ISBN-13: 9781461316459

Even the main informal reader leafing in the course of the pages of this publication will fast observe that it isn't the options of 1 indi­ vidual set down on paper, yet really the synergism of many of us. Herbert Goeler of yank Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are definitely the brightest stars in my specific customer support galaxy. they've been well-springs of data, thinkers and suggestion­ starters, pals and fellow-believers, for nearly 20 years. with out the encouragement and notion they gave me, this publication will be a lot shorter and much much less proper. In 1984, my enterprise offered Herb and Keith with our designated "Patron Saint" Award; it does not say approximately adequate for what they've got intended to me in my opinion and, via me, to the sector of purchaser provider administration the place I disseminate rules and counsel as an editor and instructor. a few years in the past, the yank administration institutions requested me to chair a chain of seminars on customer support administration within the U. S. and Canada. via this task I met many impressive those that in lots of instances taught me greater than I taught them.

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Additional info for Practical Handbook of CUSTOMER SERVICE OPERATIONS

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This also enables firms in the respective businesses to reduce actual selling cost and cover more territory; salespeople do not have to have the engineering skills formerly required to write up orders for customers and develop estimates. It's quite likely that firms in this category will be in several businesses: they will be manufacturing some stock items and 35 PRACTICAL HANDBOOK OF CUSTOMER SERVICE OPERATIONS some custom items, they may provide complete "turnkey" installations in some instances, and they are very likely to provide extensive field service, including parts support, on equipment installations.

My pame is ," the caller said, "and I am the president of Corporation. Last year, my company spent $3 million with your company's Industrial Division, $2 million with your company's Products Division, and $900,000 with your company's Special Services Division. " Now it was the customer service rep's turn to be silent for a few moments. " "No," said the caller. " "Thank heavens," said the customer service rep, and hung up the telephone. 2. The customer service manager who forgot. The distribution manager of a well-known consumer products firm went on a tour of inspection to the firm's distribution centers.

In the case of high-ticket capital equipment, the matter of parts support is usually one of the most important customer service activities. It's also a major problem area in companies where the production and purchasing departments are preoccupied with manufacturing and shipping complete units rather than providing the parts needed to support units already in the field. At least one company has dealt with this problemquite critical when capital equipment costing $500,000 and more is involved-by setting up a completely separate customer service division, physically housing it some miles away from the manufacturing plant, and giving it its own complete machine shop in which to manufacture any parts that are not immediately forthcoming from the firm's manufacturing or purchasing activities.

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Practical Handbook of CUSTOMER SERVICE OPERATIONS by Warren Blanding


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