Description

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The Art and Science of Delivering Superior Customer Service is the third volume of a series focused on sales and marketing for technical services firms. Of all the techniques available to help your firm increase sales, we are convinced that superior customer service is the single most important topic for succeeding. Few books have been written specifically for technical services, though the sector employs millions of people in engineering, architecture, applied science, information technology, management consulting, and niches within law and finance. Charles McIntyre and Harold Glaser have been working in the technical sector for decades and bring a specific focus on the direct link between customer service and winning more work. We cover the complex nature of satisfying your customers, and offer useful tools on topics including creating a customer-focused culture, determining customer expectations, the components of service, the evolution of service over time, common pitfalls, and obtaining feedback and adjusting your customer service approach. Companies that combine great technology with superior client service have unique differentiators that will reward them with high margins and repeat business from loyal customers.

About the Author

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Charles McIntyre is Director of Marketing for an electrical and technology contractor. He has worked in the technical professional services industry for 20 years, and is a member of the Society of Marketing Professional Services (SMPS). As a non-technical professional in a highly technical world, he bridges the gap between the art of persuasion and the science of technical solutions. Harold Glaser is a Business Unit Leader with an engineering and environmental science firm. As a consultant, he has worked with some of the largest utilities and agencies in the world. With almost 40 years of experience as a civil engineer, the emphasis of his career has been on client service. He is a Registered Professional Engineer, Life Member of the American Water Works Association, and a Member of the American Society of Civil Engineers.