定價
：NT$ 1398 元優惠價
：90 折 1258 元
無庫存，下單後進貨(到貨天數約30-45天)
可得紅利積點：37 點
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商品簡介
作者簡介
商品簡介
This one-stop resource presents the best practices in customer service and how to implement them. From classic issues like customer retention to contemporary concerns involving the internet, it covers topics such as fully understanding the connection between excellent customer service and organizational performance, developing a customer base that fuels growth and profitability, and how to deliver a high level of service at a lower cost. It also includes a directory of Web sites, training exercises and materials, a listing of magazines, journals and newsletters, and graphs documenting useful findings from the ICSA's Benchmarking Study. No index. Annotation c. by Book News, Inc., Portland, Or.
作者簡介
"RON ZEMKE (Minneapolis, MN) is president of Performance Research Associates and co-author of AMACOM's Knock Your Socks Off Service series.
JOHN A. WOODS (Madison, WI) is president of CWL Publishing Enterprises, a business book developer specializing in quality management."
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