Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization - Couverture rigide

Desatnick, Robert L.; Detzel, Denis H.

Couverture rigide

ISBN 10 : 1555424155 ISBN 13 : 9781555424152

Editeur : Jossey-Bass Inc.,U.S., 1993

Synopsis

Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer. A blueprint for building and mainting total organizational commitment to customer satisfaction. Real-world examples, important new data, surveys and studies offer an inside look at the training and management practices of seventeen companies noted for their superior service.

A propos du livre

À propos de l'auteur

ROBERT L. DESATNICK is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago. DENIS H. DETZEL Robert L. Desatnick is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago.

Détails de l'édition

• Éditeur: Jossey-Bass Inc.,U.S.
• Date d'édition: 1993
• Langue: anglais
• ISBN 10: 1555424155
• ISBN 13: 9781555424152
• Reliure: Relié
• Nombre de pages: 320
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible