Robert Spector The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization 9780471702863

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Автор: Robert Spector
Название: The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization
Перевод названия: Путь к превосходству в обслуживании клиента
ISBN: 9780471702863
Издательство: Wiley
Классификация:

Обслуживание клиентов

ISBN-10: 0471702862
Обложка/Формат: Paperback
Страницы: 288
Вес: 0.48 кг.
Дата издания: 01.04.2005
Язык: English
Иллюстрации: Illustrations
Размер: 23.47 x 19.15 x 1.55 cm
Читательская аудитория: Professional & vocational
Подзаголовок: A handbook for implementing great service in your organization
Ссылка на Издательство: Link
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Поставляется из: Англии
Описание: A new how-to version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the Nordstrom of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the worlds best customer service company they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction. Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Womens Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company.
Дополнительное описание: Кол-во стр.: 270
Формат: 235 x 190
Дата издания: 2005
Вес: 492
Круг читателей: research, professional

The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization, Robert Spector