The Resource Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization, Robert L. Desatnick

Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization, Robert L. Desatnick

Label
Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization
Title
Managing to keep the customer
Title remainder
how to achieve and maintain superior customer service throughout the organization
Statement of responsibility
Robert L. Desatnick
Creator
Subject
Genre
Language
eng
Member of
Cataloging source
DLC
http://library.link/vocab/creatorName
Desatnick, Robert L
Index
index present
LC call number
HF5415.5
LC item number
.D47 1987
Literary form
non fiction
NAL call number
HF5415.5.D47
NAL item number
1987
Nature of contents
bibliography
http://library.link/vocab/subjectName
  • Customer services
  • Customer relations
  • Customer relations
  • Customer services
  • Kundendienst
  • Marketingstrategie
  • Fallstudiensammlung
  • Kundendienst
  • Marketingstrategie
Label
Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization, Robert L. Desatnick
Instantiates
Publication
Note
Includes index
Bibliography note
Bibliography: p. 155-158
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
1. Customer service: the real competitive edge -- 2. Customer relations mirror employee relations: developing effective human resource practices -- 3. Building the customer-oriented work force: recruiting, hiring, and orienting employees -- 4. Establishing and maintaining high standards for customer service -- 5. Effective employee training: making a visible difference for the customer -- 6. Appraising customer service performance: identifying problems and finding solutions -- 7. Motivating and rewarding customer service excellence: the manager's role -- 8. Measuring customer service results -- 9. Long-term customer service excellence: maintaining the competitive edge -- Appendixes: Resources for strengthening and measuring customer service performance -- A.A job description for a training director -- B.A sample employee opinion survey -- C. An exit interview questionnaire -- D. Examples of customer opinion surveys -- E.A sample of an internal client survey -- F. Management climate and leadership effectiveness survey results -- G. Some general management skills suggestions
Dimensions
24 cm.
Edition
1st ed.
Extent
xvi, 163 pages
Isbn
9781555420277
Lccn
86021399
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
System control number
(OCoLC)14412375
Label
Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization, Robert L. Desatnick
Publication
Note
Includes index
Bibliography note
Bibliography: p. 155-158
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
1. Customer service: the real competitive edge -- 2. Customer relations mirror employee relations: developing effective human resource practices -- 3. Building the customer-oriented work force: recruiting, hiring, and orienting employees -- 4. Establishing and maintaining high standards for customer service -- 5. Effective employee training: making a visible difference for the customer -- 6. Appraising customer service performance: identifying problems and finding solutions -- 7. Motivating and rewarding customer service excellence: the manager's role -- 8. Measuring customer service results -- 9. Long-term customer service excellence: maintaining the competitive edge -- Appendixes: Resources for strengthening and measuring customer service performance -- A.A job description for a training director -- B.A sample employee opinion survey -- C. An exit interview questionnaire -- D. Examples of customer opinion surveys -- E.A sample of an internal client survey -- F. Management climate and leadership effectiveness survey results -- G. Some general management skills suggestions
Dimensions
24 cm.
Edition
1st ed.
Extent
xvi, 163 pages
Isbn
9781555420277
Lccn
86021399
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
System control number
(OCoLC)14412375

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