{"product_id":"serviceability-9781118345566","title":"ServiceAbility","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eTimes have changed.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eLong gone are our days of being kings of the manufacturing industry, we are now immersed in the world of service' where the relationship between an organization and the customer is an integral part of the product offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability.\u003c\/p\u003e \u003cp\u003eOrganizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us.\u003c\/p\u003e \u003cp\u003eWhilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent ser\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003ePreface ix  \u003c\/p\u003e\u003cp\u003eForeword xv\u003c\/p\u003e \u003cp\u003e1 Connectedness 1\u003c\/p\u003e \u003cp\u003e2 Customer Satisfaction and its Link to Pro t 17\u003c\/p\u003e \u003cp\u003e3 Our Industrial Legacy 37\u003c\/p\u003e \u003cp\u003e4 Our Service Economy 61\u003c\/p\u003e \u003cp\u003e5 Servicing Customers is Not Customer Service 83\u003c\/p\u003e \u003cp\u003e6 Understanding Service-Ability 105\u003c\/p\u003e \u003cp\u003e7 Getting the People Right 115\u003c\/p\u003e \u003cp\u003e8 Appropriate Organization 143\u003c\/p\u003e \u003cp\u003e9 Effective Leadership 173\u003c\/p\u003e \u003cp\u003e10 Clarity of Purpose 211\u003c\/p\u003e \u003cp\u003e11 Bringing it All Together 241\u003c\/p\u003e \u003cp\u003eIndex 253\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49406854234455,"sku":"9781118345566","price":23.74,"currency_code":"GBP","in_stock":false}],"url":"https:\/\/bookcurl.com\/products\/serviceability-9781118345566","provider":"Book Curl","version":"1.0","type":"link"}