Serving Internal and External Customers - Brossura

Swartzlander, Anne, Ph.D.

 
9780130283412: Serving Internal and External Customers
Brossura
ISBN 10: 013028341X ISBN 13: 9780130283412
Casa editrice: Pearson College Div, 2004

Sinossi

This unique book is a customer service training reference/workbook, with a customer-centered orientation model. Its integrated approach emphasizes a business organization's service philosophy and strategy, its systems, and the people-management policies that allow the business to succeed in the 21st century. With its comprehensive coverage of customer service communication “best practices,” Customer Service” provides innovative concepts and techniques appropriate for both experienced and entry-level customer service providers. This interesting and informative book is necessary reading for vice-presidents, directors, managers, and supervisors in Consumer Affairs; customer service managers, directors and managers of Call Centers, managers and supervisors in Customer Relations; Customer Support managers; and Customer Service trainers.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

Informazioni sull?autore

Anne Swartzlander brings to this title a range of professional and teaching experience. She brings decades of experience in management, business development, research, and retail sales.

Dr. Swartzlander has her Ph.D. from Ohio State University in Consumer Economics. She has taught at several major universities including the University of Georgia and the University of Tennessee. She was recently nominated for the American Marketing Association's Distinguished Marketing Professor award.

Dalla quarta di copertina

Exceptional customer service leads to customer loyalty and retention and, ultimately, to organizational success. It happens whenever, wherever and however customers interact with the organization.

Strategy, Systems and People topics are presented in a manner that allows the reader to share experience, broaden perspectives and supplement existing skills.

Research and expert commentary substantiate and demonstrate the effects that make a difference to any organizations bottom line.

Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.

Editore
Pearson College Div
Data di pubblicazione
2004
Lingua
Inglese
ISBN 10 
013028341X
ISBN 13 
9780130283412
Rilegatura
Copertina flessibile
Numero edizione
1
Numero di pagine
294
Contatto del produttore
non disponibile
Persona responsabile
Riccardo Bacigalupo
riccardo.bacigalupo@sanoma.it

Sanoma Italia Via Arconati, 1 �
Milano
20135
Italia