"After the Sale: How to Manage Product Service for Customer Satisfaction and Profit" is the successor to four successful editions of "Service Management Principles & Practices." This book is foundation material for service managers of all levels. Topics include Terms, objectives, benchmarks, financials, forecasting, personnel, organizaitons, training, maintenance technology, inventory management, physical distribution, call management, customer satisfaction, information systems, marketing, quality and professional services.
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After The Sale is state-of-the-art and cutting-edge, by two of the most qualified people in this field. Patton has been consultant to eight of the top ten Fortune 500 companies and is one of America's foremost experts in product service, logistics, and customer service. Bleuel is professor of quantitative methods and has been appointed executive director of Pepperdine University's newly established Customer Institute.From the Author:
The three editions of Service Management: Principles and Practices we best-sellers in this area since 1978. This new book brings those subjects up to date in this fast-changing business of product service. After the Sale is especially suited for developing service managers as individual readers, team seminars, and college courses. Ten questions at the end of each chapter provide stimulus for discussion about an organization's own people and products in the projected situations. Several major service companies have already purchased quantities of After The Sale to give to their service managers. It is our hope that Colleges will make this text the foundation for Associate and Bachelors level courses in a formal service management curriculum. The University of Texas at Tyler is teaching a course in Fall 1999 using an advance version of the book.
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Descrizione libro The Solomon Press, 2000. Hardcover. Condizione libro: New. Never used!. Codice libro della libreria P110934623635