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Two Factor Theory of Customer Service: A Comprehensive, Easy to Read Guide for Increasing Profits, by David L. Elwood
Ebook Download Two Factor Theory of Customer Service: A Comprehensive, Easy to Read Guide for Increasing Profits, by David L. Elwood
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In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwood's message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business - the only question is whether you are doing it well. Want a 'quick read' at the airport terminal that'll entertain more than transform? Two Factor Theory of Customer Service isn't it! Elwood skips the cliches while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again . . . ). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University
- Sales Rank: #3407919 in Books
- Published on: 2013-12-18
- Released on: 2013-12-18
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x .48" w x 6.00" l, .60 pounds
- Binding: Paperback
- 212 pages
About the Author
David L. Elwood, Ph.D. is founder and chairman of Elwood Staffing, a privately held temporary staffing company with 190 offices nationwide and annual sales over $800 million. Elwood's passion for customer service helped drive meteoric growth of Elwood Staffing. Elwood lives in Columbus, Indiana.
Most helpful customer reviews
1 of 1 people found the following review helpful.
Customer centricity, defined.
By Fernando Cadena
If you are interested in learning about ways to better serve your customers, this book will not only provide you with some of the theory behind Dr. Elwood's research, but also with some real, candid, and humble examples of the company he founded - Elwood Staffing - which today is one of the largest private commercial staffing agencies in the world.
There are thousands of books focused on customer service, yet not one which focuses on the "two factor theory" that Dr. Elwood writes about in which he clearly describes from the very beginning of the book how companies not only provide a wanted/needed product, but how each one of those transactions is tied to the level of service that is provided post-transaction. The actions that we take to ensure that that service is optimal directly correlates to the likelihood that those customers will either return to buy our products again, recommend our products/services to others, or simply become detractors who will not only refrain from having any future association with us, but who will negatively speak about our products to others.
The only way in which the book falls short is in the limited amount of personal stories that make a very strong component of the book. Throughout these stories, the reader is able to find applicability to real-life scenarios mentioned in the the theory of Dr. Elwood's research.
0 of 0 people found the following review helpful.
Start a Customer Service Culture
By Amazon Customer
People that give, truly receive 'what' they give. Service to others, in the moment, is an action to be of more exceptional giving. David's attention to his own behavioral details, seeing customer service events as his actions taken one element at a time is his way of giving to us. Seeing that CS is also a product (the second factor) is making the difference in business relationships and success across the board. CS is a principal to be shared and extended into a company culture. The Two Factor Theory is an opportunity to take one's own inventory and make a good start. Start now as the individual in your business, be a CS leader, convey David's vision as your own. Join David this way and give inside your own company, make a point of cultivating a culture of customer service events. One can read this book, but I studied it and I am glad I did.
0 of 0 people found the following review helpful.
If you want to add value to yourself and your organization this book is a must read!
By CRoberts
Received David L. Elwood's book, Two Factor Theory of Customer Service, as a gift and what a wonderful gift! This book is the "go to guide" for truly understanding customer service and by doing so will drive profits within any organization! The fact that the author is the founder and chairman of the board of Elwood Staffing, a company he started and built to just under $ 1 billion in revenues, and growing, demonstrates his knowledge and creditability on the customer service subject. If you want to add value to yourself and your organization this book is a must read!
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