Best Practices in Customer Service

Ron Zemke, John A. Woods
HRD Press, 1999 - 414 páginas
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Best Practices in Customer Service is a one-stop resource that brings together the wisdom of dozens of customer service experts who explain and demonstrate how to implement the best practices available in customer service. With 35 chapters written by top customer service consultants and practitioners, it covers everything from the classic issues like customer retention and service recovery to contemporary concerns like providing customer service on the Internet. Best Practices in Customer Service also contains valuable information and tools, including a directory of Web sites related to customer service topics, and other customer service information available online; customer service training exercises and materials that can be used for slides or overheads; a listing of magazines, journals, and newsletters that deal with customer service; and graphs documenting useful findings from the ICSA's Benchmarking Study that you can use to benchmark your company's performance and approach to customer service.

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Sobre el autor (1999)

"RON ZEMKE (Minneapolis, MN) is president of Performance Research Associates and co-author of AMACOM's Knock Your Socks Off Service series.

JOHN A. WOODS (Madison, WI) is president of CWL Publishing Enterprises, a business book developer specializing in quality management."

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