Customer Service Workbook Neville Lake, Kristen Hickey

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Neville Lake, Kristen Hickey - «Customer Service Workbook»

О книге

* A practical guide to developing a customer service strategy

* Packed with advice, worksheets, exercises, tools and proven techniques

* Expert, jargon-free guidance that all business people can follow

* Free CD-ROM containing a 40-minute video presentation from the author.

Customer service is about giving customers experiences that make them come back, and it"s about measuring and improving every process involved.

Here is a book that provides the framework for applying sound management principles to all parts of a business that touch the customer. The authors take a holistic view and enable the reader to prepare, manage and change a business to get the most out of customer relationships.

The approach taken in the book will enableany manager to design, develop and implement a total customer service approach.

The text covers five key areas: understanding customers; developing a service strategy; delivering service through people; delivering service through processes; measuringand follow up. Это и многое другое вы найдете в книге Customer Service Workbook (Neville Lake, Kristen Hickey)

Полное название книги Neville Lake, Kristen Hickey Customer Service Workbook
Авторы Neville Lake, Kristen Hickey
Ключевые слова ваш потребитель
Категории Деловая литература, Маркетинг. Реклама
ISBN 749437898
Издательство
Год
Название транслитом customer-service-workbook-neville-lake-kristen-hickey
Название с ошибочной раскладкой customer service workbook neville lake-kristen hickey