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Monitoring Customer Service
Hardcover
ISBN13: 9780787951399
Publisher: John Wiley & Sons
Published: Apr 14 2000
Pages: 192
Weight: 1.24
Height: 0.93 Width: 8.22 Depth: 9.51
Language: English
Untersucht werden Beispiele von hervorragendem Customer Service, um aufzuzeigen, was im einzelnen geschieht und wie diese Situation wiederholt werden kann. Goodman definiert die - aus Kundensicht - wichtigsten Eigenschaften fur einen exzellenten Service und gibt Anweisungen, wie man diese Service-Eigenschaften entwickelt, aufrechterhalt und belohnt. Der Schwerpunkt liegt dabei auf grundlegenden Management- und organisatorischen Fragen, die einen guten Customer Service erst moglich machen. Ein umfassender Leitfaden fur Customer Service Manager, die einen erstklassigen Customer Service aufbauen wollen.
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