Customer service best practices adoption
<?xml version="1.0" encoding="UTF-8"?><modsCollection xmlns="http://www.loc.gov/mods/v3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-8.xsd">
<mods version="3.8">
<titleInfo>
<title>Customer service best practices adoption</title>
</titleInfo>
<name type="personal" usage="primary" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080154813">
<namePart>Band, William A.</namePart>
<nameIdentifier>MAPA20080154813</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080649838">
<namePart>Leaver, Sharyn</namePart>
<nameIdentifier>MAPA20080649838</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080649845">
<namePart>Rogan, Mary Ann</namePart>
<nameIdentifier>MAPA20080649845</nameIdentifier>
</name>
<name type="corporate" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080436582">
<namePart>Forrester</namePart>
<nameIdentifier>MAPA20080436582</nameIdentifier>
</name>
<typeOfResource>text</typeOfResource>
<originInfo>
<place>
<placeTerm type="code" authority="marccountry">usa</placeTerm>
</place>
<issuance>monographic</issuance>
<place>
<placeTerm type="text">Cambridge</placeTerm>
</place>
<publisher>Forrester Research</publisher>
<dateIssued>2008</dateIssued>
</originInfo>
<language>
<languageTerm type="code" authority="iso639-2b">eng</languageTerm>
</language>
<physicalDescription>
<form authority="marcform">print</form>
</physicalDescription>
<abstract displayLabel="Summary">The authors surveyed 58 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 18 customer services best practices capabilities. We found that dopting customer service best practices is a major challenge for both B2B and B2C organizations. In fact, more than one-third of those surveyed evaluate their use of customer service practices as poor-below average. Specific problem areas include poor phone agent support, poor customer service knowledge bases, weak self-service to live agent transition, inability to handle email, and poor support for customer forums. Any one of these deficiencies will damage the customer experience, reducing satisfaction and eroding loyalty</abstract>
<note type="statement of responsibility">by William Band with Sharyn Leaver and Mary Ann Rogan</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080589189">
<topic>Atención al cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080536329">
<topic>B2B</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080584931">
<topic>Empresas virtuales</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080615307">
<topic>Satisfacción del cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080614126">
<topic>Fidelización de clientes</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080602574">
<topic>Métodos de evaluación</topic>
</subject>
<classification authority="">922.112</classification>
<relatedItem type="series" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080648077">
<titleInfo>
<title>For Business process & applications professionals</title>
</titleInfo>
</relatedItem>
<recordInfo>
<recordContentSource authority="marcorg">MAP</recordContentSource>
<recordCreationDate encoding="marc">080916</recordCreationDate>
<recordChangeDate encoding="iso8601">20191202111920.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20080025090</recordIdentifier>
<languageOfCataloging>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</languageOfCataloging>
</recordInfo>
</mods>
</modsCollection>