Описание: This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy.
The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.
Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
Автор: Alistair Urquhart Название: The Forgotten Highlander ISBN: 0349122571 ISBN-13(EAN): 9780349122571 Издательство: Little Brown Рейтинг: Цена: 1972.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: * An extraordinary and moving tale by an ex-POW and last surviving member of the Gordon Highlanders regiment that was captured by the Japanese in Singapore, out now in paperback
