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Training all employees using consistent customer service skills, allows them to have a common process and language when assisting customers. This allows the business to brand their interaction of excellent service to the customer, which adds value to the business. Investing in employee training gives employees a feeling of value and improves ...
Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [9]
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Managing Knock Your Socks Off Service with Ron Zemke, AMACOM (1992) Service Wisdom: Creating and Maintaining the Customer Service Edge (with Ron Zemke), Lakewoods Pubns (1989); ISBN 0-943210-08-9; Understanding Training: Perspectives and Practices (with Fredric Margolis), Pfeiffer & Co (1989); ISBN 0-88390-226-5
This included embedding sales force automation or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP. Customer relationship management was popularized in 1997 due to the work of Siebel, Gartner, and IBM. Between 1997 and 2000, leading CRM products were enriched with shipping and marketing capabilities. [13]
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