1st Edition
Managing Customer Experience Small Business and Entrepreneurship Essentials
Section 1 - Relationship. Chapter 1 Intro - Profitability | Relationship | Execution. Chapter 2 Critical Thinking and Problem Solving. Chapter 3 The Customer Experience. Chapter 4 Values and Beliefs. Chapter 5 Understanding Perception and Setting Expectations. Chapter 6 Communicating with the Customer. Chapter 7 The Power of Appreciation. Chapter 8 The Self Aware Practitioner. Section 2 - Profitability. Chapter 9 Business Model Design. Chapter 10 The Customer Purchase. Chapter 11 The Customer Contribution Model. Section 3 - Execution. Chapter 12 Follow Through. Chapter 13 Objection Management. Chapter 14 Receiving, Evaluating and Acting on Feedback. Chapter 15 Mico Ethics. Chapter 16 Customer Service Rules. Chapter 17 Bringing it All Together.
Biography
Liz Penner teaches in the School of Marketing and School of Construction at the British Columbia Institute of Technology (BCIT), delivering courses in customer service, small business development, and legal issues. She brings more than two decades of entrepreneurial and frontline customer service experience to her teaching and writing.
