عنوان
پدید آورنده
موضوع
رده
HF5415,.5 .I543 2010
HF5415
,.
5
.
I543
2010
کتابخانه
محل استقرار
NATIONAL BIBLIOGRAPHY NUMBER
Country Code
IR
Number
991400
LANGUAGE OF THE ITEM
.Language of Text, Soundtrack etc
انگلیسی
COUNTRY OF PUBLICATION OR PRODUCTlON
Country of publication
IR
TITLE AND STATEMENT OF RESPONSIBILITY
Title Proper
Exceptional Service, Exceptional Profit
General Material Designation
[Book]
Other Title Information
:The Secrets of Building a Five-Star Customer Service Organization
First Statement of Responsibility
/ Leonardo Inghilleri and Micah Solomon
Subsequent Statement of Responsibility
; foreword by Horst Schulze
.PUBLICATION, DISTRIBUTION, ETC
Place of Publication, Distribution, etc.
New York
Name of Publisher, Distributor, etc.
: American Management Association
Date of Publication, Distribution, etc.
, 2010.
PHYSICAL DESCRIPTION
Specific Material Designation and Extent of Item
xvi, 170 p.
NOTES PERTAINING TO PUBLICATION, DISTRIBUTION, ETC.
Text of Note
Print
INTERNAL BIBLIOGRAPHIES/INDEXES NOTE
Text of Note
Bibliography
EXTERNAL INDEXES/ABSTRACTS/REFERENCES NOTE
Name of source
Index
CONTENTS NOTE
Text of Note
The authors focus on battle-tested techniques that are immediately applicable in any business context, allowing you to create unrivaled customer loyalty in your own business context. Introduction: The only shop in the marketplace - The engineer on the ladder: reaching for the highest level of service - The four elements of customer satisfaction: perfect product, caring delivery, timeliness, and an effective problem resolution process - Language engineering: every. word. counts. - Recovery! Turning service failures around - Keeping track to bring them back: tracking customer roles, goals, and preferences - Building anticipation into your products and services: putting processes to work for you - Your people: selection, orientation, training, and reinforcement - Leadership: guiding the customer-centered organization - What's worth it, and what's not? Pointers on value, costs, and pricing - Building customer loyalty online: using the Internet's power to serve your customers and your goals - Hello/Good-bye: two crucial moments with a customer.
TOPICAL NAME USED AS SUBJECT
Customer services
Consumer satisfaction
Customer loyalty
LIBRARY OF CONGRESS CLASSIFICATION
Class number
HF5415
,.
5
Book number
.
I543
2010
PERSONAL NAME - PRIMARY RESPONSIBILITY
Inghilleri, Leonardo
PERSONAL NAME - SECONDARY RESPONSIBILITY
Solomon, Micah
ORIGINATING SOURCE
Country
ایران
Agency
Library of Foreign Languages and Islamic resource
old catalog
p
BL
1
a
Y
