April 2015
Beginner
408 pages
10h 1m
English
Content preview from Scrum For Dummies
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Chapter 15
Customer Service
In This Chapter
Encouraging and embracing customer feedback for improvement
Saving and gaining revenue
Improving the service process
Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.
— Steve Jobs
Customer service is one of the most critical aspects of any organization. Positive experiences give us reason to go back or refer friends and family. Yet this is the very area that many customers and clients state is the most problematic part of the experience. They like the product, but its perceived value decreases with poor service.
Remember, customer service equals sales. A happy customer tells their friends and family, and they go back themselves for more services and products. Knowledge about customers equals knowledge-based marketing. Finding new customers becomes that much more effective. Therefore, managing accounts for customers can actually be thought of as an extension of sales and marketing.
In short, customer service is a huge opportunity to increase sales and therefore revenue. Looked after, this one department can propel a firm to new heights. However, neglected, it can affect ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.