Информация о книге

0-7879-5139-0

Главная  » Научно-техническая литература » Академическая литература зарубежных издательств » Академическая литература издательства Wiley » Monitoring, Measuring, & Managing Customer Service

Goodman G., Monitoring, Measuring, & Managing Customer Service

Jossey-Bass, 2000 г., 192 стр., 0-7879-5139-0


Описание книги

Improving customer service isn't a matter of finding better customer service reps. As Dr. Gary Goodman states, "We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it". In this book Goodman identifies the core behaviors that make up excellent customer serviceas defined by the customerand provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction. Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone. Goodman identifies the twenty-four communication factors that promote customer service and presents TEAMeasures (Telephone Effectiveness Assessment Measures) to help managers measure...

Поделиться ссылкой на книгу




Об авторе

Goodman G.


Последние поступления в рубрике "Академическая литература издательства Wiley"



A Theory of Personality: Psychology of Personal Constructs A Theory of Personality: Psychology of Personal Constructs Kelly G.

This original theory of personality is based on the concept that there are many workable ways by which individuals can construct their world. George Kelly\"s starting point and basic premise is that people\"s processes are psychologically channeled by the ways they anticipate events rather than by the ways they react to them....

Next: The Future Just Happened Next: The Future Just Happened Lewis M.

With his knowing eye and wicked pen, Michael Lewis reveals how the Internet boom has encouraged changes in the way we live, work, and think. In the midst of one of the greatest status revolutions in the history of the world, the Internet has become a weapon in the hands of revolutionaries. Old priesthoods are crumbling....

The Boy Who Followed Ripley The Boy Who Followed Ripley Highsmith P.

Now part of American film and literary lore, Tom Ripley, \\\"a bisexual psychopath and art forger who murders without remorse when his comforts are threatened\\\" (New York Times Book Review), was Patricia Highsmith\"s favorite creation....

Если Вы задавались вопросами "где найти книгу в интернете?", "где купить книгу?" и "в каком книжном интернет-магазине нужная книга стоит дешевле?", то наш сайт именно для Вас. На сайте книжной поисковой системы Книгопоиск Вы можете узнать наличие книги Goodman G., Monitoring, Measuring, & Managing Customer Service в интернет-магазинах. Также Вы можете перейти на страницу понравившегося интернет-магазина и купить книгу на сайте магазина. Учтите, что стоимость товара и его наличие в нашей поисковой системе и на сайте интернет-магазина книг может отличаться, в виду задержки обновления информации.