# Highly Recommended《Bran-New + Hardcover Edition + Understand Consumer Psychology To Drive Profits And Growth Through Customer Experience》Dasu & Chase - THE CUSTOMER SERVICE SOLUTION : Managing Emotions, Trust, and Control to Win Your Customers Business
This New York Times bestseller in hardcover edition is a bran-new book and nicely wrapped with protective book-wrapper. The original new book is sold at usual price RM124.95 (Hardcover). Now here Only at RM36. Want 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 to enhance 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 satisfaction 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 exactly why 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 why even 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 perceptions ● Understand implicit versus explicit outcomes ● Develop the roles of control and choice among buyers ●Design emotionally intelligent processes ● Build 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. The book “Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customers’ Business” offers very well organized and systemic approaches to design service operations that impact the experience. This book not only presents fundamental psychological principles that have a bearing on perceptions but also gives methods for designing service processes that are in accordance with these concepts. Examples from the industries such as e-commerce, sports, healthcare, hospitality, and financial services, ground these concepts and make them accessible to a wide audience. Overall, this book is very well written and all the chapters are constructed and linked in a sophisticated manner. It gradually translates fundamental concepts of behavioral sciences and social psychology to service system design principles. One of the interesting parts of this book is that there are many examples that were carefully selected to clarify the concepts and to make the readers reflect on their own experience. Therefore, once the readers get the idea they stick. This book is accessible and useful to both scholarly audience and practitioners. To scholars, the book provides great potential for the new avenue for study in multiple areas such as OM, Management Science, Marketing, and etc. About the Author Sriram Dasu, associate professor at the Marshall School of Business, University of Southern California, has written numerous articles on operations management and continues to publish in leading academic and professional journals nationwide. Richard B. Chase, Justin Dart Professor Emeritus, Marshall School of Business, University of Southern California, is the coauthor of Operations and Supply Chain Management, which sold over a million copies and is now in its thirteenth edition, having been translated into 12 languages. He's widely acknowledged as one of the founders of the Service Operations Management field.
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