Serving Internal and External Customers

Anne Swartzlander

ISBN 10: 013028341X / ISBN 13: 9780130283412

Editore: Pearson College Div, 2003

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[ No Hassle 30 Day Returns ][ Ships Daily ] [ Underlining/Highlighting: SOME ] [ Writing: NONE ] [ Edition: first ] Publisher: Prentice Hall Pub Date: 8/15/2003 Binding: Paperback Pages: 304 first edition.

Codice articolo 6877823

Dati bibliografici

• Titolo: Serving Internal and External Customers
• Editore: Pearson College Div
• Data di pubblicazione: 2003
• Lingua: Inglese
• ISBN 10: 013028341X
• ISBN 13: 9780130283412
• Rilegatura: Brossura
• Condizione: Good

Descrizione articolo

Riassunto

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.

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.