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Monitoring, Measuring, and Managing Customer Service

Monitoring, Measuring, and Managing Customer Service


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About the Book

Erstklassiger Customer Service ist kein Zufall! Er la't sich erlernen, uberwachen, messen und managen. Ausgehend von dem erfolgreichen Seminarprogramm des Autors, bietet dieses Buch eine systematische Anleitung, wie Sie einen Customer Service von hohem Qualitatsniveau aufbauen und aufrechterhalten.
Untersucht werden Beispiele von hervorragendem Customer Service, um aufzuzeigen, was im einzelnen geschieht und wie diese Situation wiederholt werden kann. Goodman definiert die - aus Kundensicht - wichtigsten Eigenschaften fur einen exzellenten Service und gibt Anweisungen, wie man diese Service-Eigenschaften entwickelt, aufrechterhalt und belohnt. Der Schwerpunkt liegt dabei auf grundlegenden Management- und organisatorischen Fragen, die einen guten Customer Service erst moglich machen. Ein umfassender Leitfaden fur Customer Service Manager, die einen erstklassigen Customer Service aufbauen wollen.
About the Author: GARY S. GOODMAN is an internationally recognized innovator in customer service, sales, and telemarketing who consults for a number of Fortune 500 companies including Xerox, Polaroid, and Kraft General Foods. He is also a best-selling author of twelve books and president of The Goodman Organization, a consulting firm based in GlAndale, California.


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Product Details
  • ISBN-13: 9780787951399
  • Publisher: Jossey-Bass
  • Publisher Imprint: Jossey-bass
  • Height: 242 mm
  • No of Pages: 192
  • Series Title: English
  • Weight: 612 gr
  • ISBN-10: 0787951390
  • Publisher Date: 28 Apr 2000
  • Binding: Hardback
  • Language: English
  • Returnable: N
  • Spine Width: 24 mm
  • Width: 209 mm


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