Customer.Community: Unleashing the Power of Your Customer Base, Banks
Автор: Gary S. Goodman PhD Название: Monitoring, Measuring, and Managing Customer Service ISBN: 0787951390 ISBN-13(EAN): 9780787951399 Издательство: Wiley Рейтинг: Цена: 6018.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Excellence in customer service does not come about accidentally - it is a learnable set of behaviours that can be monitored, measured and managed. Drawing from the author`s seminar programme, this title provides readers with a system for building and sustaining customer service.
Автор: Lyytinen Kalle Название: Power of Customer Misbehavior ISBN: 1137348917 ISBN-13(EAN): 9781137348913 Издательство: Springer Рейтинг: Цена: 6288.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: To stay competitive, firms need to build great products but they also need to lend these products to the uses and misuses of their customers and learn extensively from them. This is the first book to explore the idea that allowing customers to adapt features in online products or services to suit their needs is the key to viral growth.
Автор: Bacal Robert Название: Perfect Phrases for Customer Service, Second Edition ISBN: 0071745068 ISBN-13(EAN): 9780071745062 Издательство: McGraw-Hill Рейтинг: Цена: 2915.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Filled with specific defusing tactics and key behavioral insights, this new edition shows how to reduce stress, find the right words to say, and handle hostile customers with ease and confidence.
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 world's 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 Women's 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.
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