Search -
The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer?s Business
The Customer Service Solution Managing Emotions Trust and Control to Win Your Customers Business Author:Sriram Dasu, Richard Chase Understand your customers' psychology?the key to improving their experience and driving your profitability. Most service firms advocate the mantra TLC?Think Like a Customer?in designing their service experiences. This is a good start, but where these firms fall short is that they don?t always understand the underlying psychology that determines ... more »how customers really do perceive a service. Based in part on research covered by the authors in Harvard Business Review, The Customer Service Solution helps you reevaluate your company?s approach to customer service, better influence customer perceptions, and transform service delivery with the strategic use of customer psychology. Sriram Dasu, Associate Professor, Marshall School of Business, USC, has written several articles on operations management and service operations. His work has been published in leading academic journals and professional journals.
Richard B. Chase, Justin Dart Professor Emeritus, Marshall School of Business, USC, has written numerous articles on service and coauthored the bestselling Operations and Supply Chain Management.« less