The Art and Science of Delivering Superior Customer Service - Paperback
Pay over time for orders over $35.00 with
Customer Service Excellence for Technical Services Professionals
The Art and Science of Delivering Superior Customer Service provides actionable strategies for technical services firms seeking to differentiate through exceptional client relations. This third volume in the sales and marketing series addresses the direct connection between customer service quality and business development success in engineering, architecture, applied science, information technology, management consulting, and specialized law and finance sectors.
Practical Tools for Technical Professionals
Authors Charles McIntyre and Harold Glaser combine decades of technical sector experience to deliver focused guidance on customer satisfaction complexities. The book covers essential frameworks including customer-focused culture development, expectation management, service component analysis, service evolution tracking, common pitfall identification, and feedback integration methods.
Industry-Specific Approach
Unlike generic customer service literature, this resource specifically addresses the millions of professionals working in technical services. The content bridges the gap between technical expertise and client relationship management, demonstrating how superior service creates competitive advantages that generate higher margins and repeat business from loyal customers.
Expert Authors
Charles McIntyre serves as Director of Marketing for an electrical and technology contractor, bringing 20 years of technical professional services experience and SMPS membership. As a non-technical professional in technical environments, he connects persuasion principles with technical solution delivery. Harold Glaser works as a Business Unit Leader with an engineering and environmental science firm, consulting with major utilities and agencies worldwide. His nearly 40-year civil engineering career emphasizes client service excellence. He holds Professional Engineer registration, Life Membership in the American Water Works Association, and membership in the American Society of Civil Engineers.
Key Learning Areas
Readers gain insights into creating customer-focused organizational cultures, accurately determining client expectations, understanding service delivery components, managing service relationships over time, avoiding typical service failures, and implementing effective feedback mechanisms to continuously improve customer service approaches.
Technical services companies combining technological capability with superior client service develop unique market differentiators that reward them with sustained competitive advantages and customer loyalty.
Contributor(s)
Author
Free shipping on orders over $75. Standard shipping takes 3-7 business days. Returns accepted within 30 days of purchase.
Customer Service Excellence for Technical Services Professionals
The Art and Science of Delivering Superior Customer Service provides actionable strategies for technical services firms seeking to differentiate through exceptional client relations. This third volume in the sales and marketing series addresses the direct connection between customer service quality and business development success in engineering, architecture, applied science, information technology, management consulting, and specialized law and finance sectors.
Practical Tools for Technical Professionals
Authors Charles McIntyre and Harold Glaser combine decades of technical sector experience to deliver focused guidance on customer satisfaction complexities. The book covers essential frameworks including customer-focused culture development, expectation management, service component analysis, service evolution tracking, common pitfall identification, and feedback integration methods.
Industry-Specific Approach
Unlike generic customer service literature, this resource specifically addresses the millions of professionals working in technical services. The content bridges the gap between technical expertise and client relationship management, demonstrating how superior service creates competitive advantages that generate higher margins and repeat business from loyal customers.
Expert Authors
Charles McIntyre serves as Director of Marketing for an electrical and technology contractor, bringing 20 years of technical professional services experience and SMPS membership. As a non-technical professional in technical environments, he connects persuasion principles with technical solution delivery. Harold Glaser works as a Business Unit Leader with an engineering and environmental science firm, consulting with major utilities and agencies worldwide. His nearly 40-year civil engineering career emphasizes client service excellence. He holds Professional Engineer registration, Life Membership in the American Water Works Association, and membership in the American Society of Civil Engineers.
Key Learning Areas
Readers gain insights into creating customer-focused organizational cultures, accurately determining client expectations, understanding service delivery components, managing service relationships over time, avoiding typical service failures, and implementing effective feedback mechanisms to continuously improve customer service approaches.
Technical services companies combining technological capability with superior client service develop unique market differentiators that reward them with sustained competitive advantages and customer loyalty.
Contributor(s)
Author