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Exceptional service, exceptional profit : the secrets of building a five-star customer service organization /

The authors focus on battle-tested techniques that are immediately applicable in any business context, allowing you to create unrivaled customer loyalty in your own business context.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autores principales: Inghilleri, Leonardo (Autor), Solomon, Micah (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : AMACOM American Management Association, [2010]
Temas:
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)

MARC

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100 1 |a Inghilleri, Leonardo,  |e author. 
245 1 0 |a Exceptional service, exceptional profit :  |b the secrets of building a five-star customer service organization /  |c Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze. 
264 1 |a New York :  |b AMACOM American Management Association,  |c [2010] 
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504 |a Includes bibliographical references and index. 
520 |a The authors focus on battle-tested techniques that are immediately applicable in any business context, allowing you to create unrivaled customer loyalty in your own business context. 
505 0 |a Introduction: The only shop in the marketplace -- The engineer on the ladder: reaching for the highest level of service -- The four elements of customer satisfaction: perfect product, caring delivery, timeliness, and an effective problem resolution process -- Language engineering: every. word. counts. -- Recovery! Turning service failures around -- Keeping track to bring them back: tracking customer roles, goals, and preferences -- Building anticipation into your products and services: putting processes to work for you -- Your people: selection, orientation, training, and reinforcement -- Leadership: guiding the customer-centered organization -- What's worth it, and what's not? Pointers on value, costs, and pricing -- Building customer loyalty online: using the Internet's power to serve your customers and your goals -- Hello/Good-bye: two crucial moments with a customer. 
546 |a English. 
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650 0 |a Customer services. 
650 0 |a Consumer satisfaction. 
650 0 |a Customer loyalty. 
650 6 |a Service à la clientèle. 
650 6 |a Consommateurs  |x Satisfaction. 
650 6 |a Consommateurs  |x Fidélité. 
650 7 |a BUSINESS & ECONOMICS  |x Customer Relations.  |2 bisacsh 
650 7 |a Consumer satisfaction.  |2 fast  |0 (OCoLC)fst00876403 
650 7 |a Customer loyalty.  |2 fast  |0 (OCoLC)fst00885531 
650 7 |a Customer services.  |2 fast  |0 (OCoLC)fst00885545 
700 1 |a Solomon, Micah,  |e author. 
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