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Service Transformation: Mit strukturierter Planung, Gestaltung und Umsetzung die Erwartungen von Kunden übererfüllen by Henning Ahlert

Service Transformation: Mit strukturierter Planung, Gestaltung und Umsetzung die Erwartungen von Kunden übererfüllen

by Henning Ahlert
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Book cover type: Paperback
  • ISBN13: 9783384209078
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Tredition Gmbh
  • Publisher Imprint: Tredition Gmbh
  • Publication Date:
  • Pages: 168
  • Original Price: USD 16.99
  • Language: German
  • Edition: N/A
  • Item Weight: 209 grams
  • BISAC Subject(s): General

Technologische Entwicklungen waren in der Vergangenheit ein wichtiger Treiber für die Evolution im Kundenservice und sie werden das auch in Zukunft bleiben. Digitaler Kundenservice kann im Rahmen dieser Service Transformation zunehmend einen persönlichen, durch Kundenberater begleiteten Service ablösen. Künstliche Intelligenz wird in dieser Entwicklung sowohl den digitalen als auch den persönlichen Service in unterschiedlichsten Formen unterstützen können. Für Verantwortliche in Serviceorganisationen ist es angesichts der Geschwindigkeit, mit der sich Technologie und deren Möglichkeiten im praktischen Einsatz weiterentwickeln, unabdingbar, sich dauerhaft mit der Service Transformation zu beschäftigen. Planung, Gestaltung und Umsetzung sind längst keine rein theoretischen, abstrakten Begriffe mehr, sondern bilden die Basis für eine fundierte, strategische Weiterentwicklung des Kundenservice mit dem Ziel, Kundenerwartungen zu erfüllen. Da Unwägbarkeiten während der Umsetzung regelmä ig aufkommen, kann es hilfreich sein, die Planung so auszulegen, dass Kundenerwartungen übererfüllt werden, um im Ergebnis die Erwartungen wirklich zu treffen. Das Buch bietet Wissen zu verschiedenen Themen in Form von kleineren Artikeln an, die jeweils einzelne Themen für eine erfolgreiche Service Transformation behandeln.

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