Two Factor Theory of Customer Service: A Comprehensive, Easy-to-Read Guide for Increasing Profits

Two Factor Theory of Customer Service: A Comprehensive, Easy-to-Read Guide for Increasing Profits

The essence of his message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer.

by David L. Elwood, Ph.D. — 

Elwood nudges the entire field of customer service toward becoming a professional discipline.

It is not a casual, do-it-if-you-think-of-it aspect of business.

Customer service is a real business product that stands beside the primary product of every business enterprise — it is inescapable, and it is inextricably tied to profits.

Elwood uses easy-to-follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal and relational.

The essence of his message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer.

And, as powerful, empirical research findings have shown, delivery of superior customer service goes hand-in-hand with superior profits.

The book will delight those looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of superior customer service, and it will brighten the pathway for each provider seeking to increase profits.

$16.95 — AuthorHouse™, LLC, 1663 Liberty Drive, Bloomington, IN 47403.

Reprinted from AzNetNews, Volume 34, Number 3, June/July 2015.