عنوان

Customer service delivery :

0787976202

9780787976200

b701040

Customer service delivery :

[Book]

research and best practices /

Lawrence Fogli, editor.

1st ed.

San Francisco :

Jossey-Bass,

©2006.

xxvii, 315 pages :

illustrations ;

24 cm.

The Professional Practice series

Includes bibliographical references and index.

Customer service from the customer's perspective / Stephanie D. Kendall -- Organizing for customer service / Robert J. Vance -- Using employee and customer perspectives to improve organizational performance / Scott M. Brooks, Jack W. Wiley, Emily L. Hause -- Brands, expectations, and experience / Clifton Lemon -- Customer service quality : selecting valued performers / Jerard F. Kehoe, David N. Dickter -- Staffing and selection strategies for service quality / Deborah L. Whetzel, Michael A. McDaniel -- Service encounter dynamics : strategies and tips for better customer service / Diane Catanzaro, Eduardo Salas -- "This call may be monitored" : performance management for service quality / Seymour Adler, Miriam T. Nelson -- What we need to know to develop strategies and tactics to improve service delivery / Lawrence Fogli.

0

Customer relations-- Management.

Customer services.

Relations avec la clientèle-- Gestion.

Service à la clientèle.

Customer relations-- Management.

Customer services.

Dienstleistung

Klantenservice.

Klantgerichtheid.

Kundenorientierung

Qualitätsmanagement

Fogli, Lawrence.

20201207164609.0

[Book]

Y