Monitoring, measuring, and managing customer service

"In this book Goodman identifies the core behaviors that make up excellent customer service - as defined by the customer - and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction." "Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone."--Jacket.

שנה

2000

שפה

English

הוצאה

Wiley & Sons, Incorporated, John

מהדורות

1

עמודים

192

ISBN

9780470336953

מקור הנתונים: Wikidata