{"product_id":"the-customer-service-solution-managing-emotions-trust-and-control-to-win-your-customers-business-hardcover","title":"The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer's Business - Hardcover","description":"\u003cp\u003eby \u003cb\u003eSriram Dasu\u003c\/b\u003e (Author), \u003cb\u003eRichard Chase\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003eUnderstand Consumer Psychology to Drive Profits and Growth \u003c\/p\u003e\u003cp\u003e\u003cb\u003eWant to know exactly what's driving your customer's behavior?\u003cbr\u003e \u003ci\u003eNOW YOU CAN!\u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003eThe Customer Service Solution\u003c\/i\u003e explains how consumers perceive services and shows you how to enhance the customer experience--every time.\u003c\/p\u003e \u003cp\u003eIn 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.\u003c\/p\u003e \u003cp\u003eWhat 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.\u003c\/p\u003e \u003cp\u003eWith 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.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eThe Customer Service Solution\u003c\/i\u003e illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions.\u003c\/p\u003e \u003cp\u003e\u003cb\u003eThis book will show you how to: \u003cul\u003e \u003cli\u003eShape and manage customer perceptions \u003c\/li\u003e\n\u003cli\u003eUnderstand implicit versus explicit outcomes \u003c\/li\u003e\n\u003cli\u003eDevelop the roles of control and choice among buyers \u003c\/li\u003e\n\u003cli\u003eDesign emotionally intelligent processes \u003c\/li\u003e\n\u003cli\u003eBuild trust among customers\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhatever 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.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePRAISE FOR \u003ci\u003eTHE CUSTOMER SERVICE SOLUTION: \u003c\/i\u003e\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003e \u003ci\u003e\"Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this.\"\u003c\/i\u003e -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic\u003c\/p\u003e \u003cp\u003e\u003ci\u003e\"Required reading for anyone designing a service encounter.\"\u003c\/i\u003e -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of \u003cb\u003eThe Service Profit Chain and Service Future\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003e\"I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks.\"\u003c\/i\u003e -- Kevin Davis, President and CEO, Bristol Farms\u003c\/p\u003e \u003cp\u003e\u003ci\u003e\"[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services.\"\u003c\/i\u003e -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University\u003c\/p\u003e \u003cp\u003e\u003ci\u003e\"Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations.\"\u003c\/i\u003e -- Rodolfo Medina, Vice President, Marketing \u0026amp; Commercial, Rock in Rio\u003c\/p\u003e \u003cp\u003e\u003ci\u003e\"This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty.\"\u003c\/i\u003e -- Ali V. Kasikci, Regional Managing Director, Orient-Express\u003c\/p\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eSriram Dasu\u003c\/b\u003e, 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.\u003c\/p\u003e \u003cp\u003e\u003cb\u003eRichard B. Chase\u003c\/b\u003e, Justin Dart Professor Emeritus, Marshall School of Business, University of Southern California, is the coauthor of \u003ci\u003eOperations and Supply Chain Management\u003c\/i\u003e, 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.\u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 240\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 1 x 9.1 x 6.3 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e July 17, 2013\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":47385782255794,"sku":"9780071809931","price":37.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0770\/3891\/1666\/files\/2717ccf9103a06e16ebb62f55d1f81c9.webp?v=1777902994","url":"https:\/\/box.dadyminds.org\/products\/the-customer-service-solution-managing-emotions-trust-and-control-to-win-your-customers-business-hardcover","provider":"DADYMINDS BOX","version":"1.0","type":"link"}