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Competing - Smith Michael E.
Like most businesses today, municipal utilities are confronting transformational
change. Once a protected monopoly, they face an increasingly
competitive environment. Their production is being outsourced. Their ability
to sustain prices is being challenged. As a result, they are recognizing the
importance of their relationship with their customers.
The need for quality training focused on specific competencies is becoming
evident. Drawing on the results of a national survey of customer service
representatives, the most important competencies for customer service
providers are explored. Information from utility research, customer service
competency research, training and development theory, and intellectual
capital theory are combined.
These concepts are linked to current research based on subject matter
experts' insights.The information is essential for managers who confront
rapid change in their marketplace.
This book explores the importance and competitive advantage of customer
relationships. HR professionals, marketing managers and customer service
managers who seek to improve customer service through training will also
benefit.
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