| Description |
1 online resource (xviii, 310 pages) |
| Bibliography |
Includes bibliographical references and index. |
| Summary |
Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction. |
| Contents |
Introduction: adding emotional value to your customers' experience -- part I. Building an emotion-friendly service culture -- The customer is always emotional -- Managing emotions begins with me -- Positive emotional states are an asset. Assessing your organization's emotion-friendly service culture -- part II. Choosing emotional competence -- Emotional labor or emotional competence? -- Managing for emotional authenticity. Assessing your organization's service philosophy -- part III. Maximizing customer experiences with empathy -- Satisfaction isn't good enough -- Anymore -- The challenge in measuring customer emotions -- The gift of empathy. Assessing your organization's empathy -- part IV. Viewing complaints as emotional opportunities -- Complaints: emotional opportunities -- Fundamentals of complaints -- Strategies for handling complaints. Assessing your organization's complaint friendliness -- part V. Using emotional connections to increase customer loyalty -- Loyalty is a behavior with its roots in emotions -- Strategies for retaining customers. Assessing your organization's focus on customer retention -- Final thoughts. App. A. Emotions: research background -- App. B. What does marketing research tell us about consumer emotions? -- App. C. The elusive link between customer satisfaction and customer loyalty: a summary of the research -- App. D. Complaint handling: where does the latest research take us? -- App. E. Eight-step gift formula. |
| Note |
Print version record. |
| Subject |
Customer services.
|
|
BUSINESS & ECONOMICS -- Customer Relations.
|
|
Customer services. (OCoLC)fst00885545
|
| Genre/Form |
Electronic books.
|
| Added Author |
Maul, Dianna, 1950-
|
| Other Form: |
Print version: Barlow, Janelle, 1943- Emotional value. San Francisco, CA : Berrett-Koehler Publishers, ©2000 1576750795 (DLC) 99086124 (OCoLC)43096871 |
| ISBN |
0585288909 (electronic bk.) |
|
9780585288901 (electronic bk.) |
|
9781609943417 (electronic bk.) |
|
1609943414 (electronic bk.) |
|
9781605097244 (electronic bk.) |
|
1605097241 (electronic bk.) |
|
