Service success
By: Harvard Business School Publishing Corporation
Edition: Version 2.0.
Publisher: Harvard Business School Pub.
Published: 2003
Place of publication: Boston, MA
Language: eng
Format: [electronic resource] /
Subjects: Customer services
Description: Developing excellent service relationships is key to attracting and retaining customers. However, good service goes beyond interacting pleasantly with customers. The Service Profit Chain is a framework that demonstrates how loyal employees and satisfied customers can lead to substantial growth for an organization. With Service Success, you will further develop employees, improve your service capability, and ultimately contribute to your organization's bottom line. After completing the eLearning program Service Success, you will be able to analyze customer needs and understand how to close the gap between what customers value and what you provide; understand the three R's of loyalty economics: Retention, Related Sales, and Referrals; experience improved capability and job satisfaction; skillfully gather and analyze customer information; calculate the lifetime value of a customer and the cost of employee turnover; target, attract, and retain your most valuable customers; and improve customer satisfaction and loyalty. This program is based on the research and analysis by the Harvard Business School Service Management Group, including professors James Heskett and Jeffrey Rayport.
Notes: "Harvard Business Online."

"Harvard Business School Publishing eLearning"--Disc label.

"ISBN3159C"--Disc label.

Title from disc label.

Content experts: James Heskett and Jeffrey Rayport.

System requirements for PC: (Windows platform only) : 266MHz Intel Pentium Processor; Microsoft Windows '98, 2000, XP (Windows XP is only supported with IE 6.0 and NN 6.2); 64MB RAM ; 16bit sound card and speakers; 65,000 color video display card; 56k modem or higher (for online use); 800x600 screen resolution. Browsers: Internet Explorer 5.0, 5.5, 6.0, Netscape Navigator, 4.08, Netscape Communicator 4.76, 4.79, Netscape 6.2; Plugins: Macromedia Flash 4.0+, Adobe Acrobat Reader 4.05+