Delivering Knock Your Socks Off Service - Couverture souple

Performance Research Associates

Couverture souple

ISBN 10 : 0814473652 ISBN 13 : 9780814473658

Editeur : Amacom, 2006

Synopsis

Extensively updated and expanded, one of the bestselling front-line customer service books ever published is now even better Keeping up with today's tougher and more demanding marketplace, Delivering Knock Your Socks Off Service is packed with all new techniques to help readers successfully work with even the most difficult customers. This indispensable guide gives readers proven tips and strategies to help them meet customers expectations and satisfy their needs, determine the right times to bend or break the rules, and become fantastic fixers and powerful problem-solvers...in short, to create a true and lasting 'Service Advantage.' Key features Written in the same accessible and humorous style that made this book a classic Features brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush

A propos du livre

À propos de l?auteur

Performance Research Associates, Inc. was founded in 1972 by the late Ron Zemke, author of nearly 40 books on service quality and organizational effectiveness. The firm consults with large and medium-sized corporations and non-profits.

Détails de l'édition

• Éditeur: Amacom
• Date d'édition: 2006
• Langue: anglais
• ISBN 10: 0814473652
• ISBN 13: 9780814473658
• Reliure: Broché
• Numéro d'édition: 4
• Nombre de pages: 192
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible