Monitoring, Measuring, and Managing Customer Service. Este artículo no está disponible.
6 valoraciones de Goodreads
Idioma: inglés
Editorial: Wiley & Sons, Incorporated, John, 2000
- Primera edición
- Tapa dura
- Usado
Librería: Better World Books Ltd, Dunfermline, Reino UnidoBetter World Books Ltd
Vendedor de 5 estrellas
Vendedor de IberLibro desde 13 de octubre de 2008
No disponible
Tapa dura
Condición: Usado - Bueno
EUR 5,78
Descripción del artículo del vendedor
Former library copy. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
N° de ref. del artículo GRP34459965
- Título
- Monitoring, Measuring, and Managing Customer Service
- Autor
- Goodman, Gary S.
- Editorial
- Wiley & Sons, Incorporated, John
- Año de publicación
- 2000
- Estado
- Very Good
- Encuadernación
- Encuadernación de tapa dura
- Idioma
- inglés
- ISBN 10
- 0787951390
- ISBN 13
- 9780787951399
- Edición
- 1st Edition.
- Peso del artículo
- 1,243 libras
- Dimensiones
- N/A
Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies.
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Acerca del autor
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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