Every company is recognizing the critical importance of protecting its customer base by raising the bar of its customer service prowess. This book will first look at the obstacles in customer service management and provide a 10-step process for developing a best-practices approach that offers the best opportunity for excellence, world class initiatives, and high client satisfaction and retention levels. In addition, the book will focus on how technology can be used in customer service relationships that will enhance customers’ loyalty. As companies grow internationally, the book will also look at customer service in global operations, cultural issues, and expanding into world markets. The book will differentiate itself from others in this class by: providing a more direct, no-nonsense approach, analyzing technology options, global reach and offering a methodology for world-class status and results.
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Thoroughly defines customer service in global trade and international business
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How to manage a customer service organization
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Defines accountability and responsibility for international customer service staff
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Provides customer servce case studies
Preface
Chapter 1 : The Challenges of Customer Service and Business Development in International Business
Chapter 2 : Establishing a Robust and Aggressive Export Sales and Customer Service Strategy
Chapter 3 : E-Commerce
Chapter 4 : Cargo Loss Control
Chapter 5 : Regulatory and Trade Compliance Concerns in International Trade
Chapter 6 : Utilizing Service Providers and Other Useful Third Parties to Enhance Your Customer Service Capabilities
Chapter 7 : Negotiating Skill Sets in Global Customer Service
Chapter 8 : Best Practices in Sales, Business Development and Customer Service
Index
