Reviews - What do customers think about Emotional Satisfaction of Customer Contacts (UvA Proefschriften)?
A must read for customer service and call center professionals Feb 16, 2007
Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media.
Therefore, this book explores the Emotional, Cognitive, General, and Transactional dimensions of customer satisfaction and loyalty process in the customer contact environment.
As customer contacts can be a source of negative emotions and it is desirable to increase positive emotions in the contact center environment, this book focuses on the emotional aspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts (ESCC) in particular.
This book uniquely demonstrates that frontline employees are able to observe and register customer satisfaction during service encounters, and suggests that the ESCC information can be employed for recovering service failures, increasing sales productivity and organizational learning for more customer satisfaction and loyalty.
About the Author: Hüseyin Güngör is a visiting researcher at the University of Amsterdam and an international consultant specializing in customer services, customer experience and emotional loyalty. He is a jury member of the National Contact Center Awards (NCCA) of the Netherlands, a judge in contact center world awards, and also serves as a member of Banking Advisory Board of European Financial Marketing Association (EFMA).