Jacques Horovitz Total Customer Satisfaction: A Strategic Approach (Financial Times Series) - indir bedava kayıt olmadan

Total Customer Satisfaction: A Strategic Approach (Financial Times Series)

Pazarlama ve Satış

This book, based on research carried out by the authors, provides a balance of practical information on devising service strategies with research narrative. The book is based on the activities of 50 European companies with an excellent reputation for customer service. It offers methodology for measuring the level of customer service and strategies for implementing and maintaining good service. This book goes right into the heart of some of Europe's top companies in service quality and examines what they do that earns them their reputation for top quality service. Their operations are described from a holistic point of view - the book talks about their service strategies, their service strengths, their management methods. It shows how they motivate middle management and frontline staff to go "all out" for the customer and show sthe difference between top managers who manage for top quality service and the rest. It gives tips on exactly how to measure and monitor the tangible and intangible in customer service and discusses the impact which corporate culture and philosophy have on achieving good custoemr service.

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Intl Business Pubn 1 Ocak 2015 Icon Group International Gazi Kitabevi; 1. baskı Philip M. Parker 4 Ocak 2017 1 Haziran 2018 John Wiley & Sons Inc 5 Ocak 2017 Bob de Great 3 Ocak 2017 1 Ocak 1980 Independently Published Financial Times/ Prentice Hall PRENTICE HALL Positive Notebook Ekin Basım Yayın Kolektif

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