Presents the ten key guidelines for moving an organization to service excellence and keeping it there. Illustrates principles with down-to-earth examples for both large and small companies, giving readers a wide range of situations with which they can identify. The guidelines cover all the relevant functional areas, such as training, advertising, daily operations, finance, etc. Also shows the nineteen functions for maintaining a successful complaint handling unit. Each chapter concludes with separate lists of guidelines for chief executives, front line service personnel, back-office support, and middle management.Since customer contact employees may have contact with customers in person, by telephone, in writing, or by a combination of ... While Lauraa#39;s story may sound rather brutal, it shows a time-efficient method of evaluating a skill critical to goodanbsp;...
|Title||:||The Complete Guide to Customer Service|
|Author||:||Linda M. Lash|
|Publisher||:||Wiley - 1989-01-17|