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- catalog abstract ""Best Practices in Customer Service is a one-stop resource that brings together the wisdom of dozens of customer service experts who explain and demonstrate how to implement the best practices available in customer service. With 35 chapters written by top customer service consultants and practitioners, it covers everything from the classic issues like customer retention and service recovery to contemporary concerns like providing customer service on the Internet." "Best Practices in Customer Service also contains valuable information and tools, including a directory of Web sites related to customer service topics, and other customer service information available online; customer service training exercises and materials that can be used for slides or overheads; a listing of magazines, journals, and newsletters that deal with customer service; and graphs documenting useful findings from the ICSA's Benchmarking Study that you can use to benchmark your company's performance and approach to customer service."--Jacket.".
- catalog contributor b11075251.
- catalog contributor b11075252.
- catalog created "1999, c1998.".
- catalog date "1999".
- catalog date "1999, c1998.".
- catalog dateCopyrighted "1999, c1998.".
- catalog description ""Best Practices in Customer Service is a one-stop resource that brings together the wisdom of dozens of customer service experts who explain and demonstrate how to implement the best practices available in customer service. With 35 chapters written by top customer service consultants and practitioners, it covers everything from the classic issues like customer retention and service recovery to contemporary concerns like providing customer service on the Internet." "Best Practices in Customer Service also contains valuable information and tools, including a directory of Web sites related to customer service topics, and other customer service information available online; customer service training exercises and materials that can be used for slides or overheads; a listing of magazines, journals, and newsletters that deal with customer service; and graphs documenting useful findings from the ICSA's Benchmarking Study that you can use to benchmark your company's performance and approach to customer service."--Jacket.".
- catalog description "Great customer service, customer retention, and growth -- Practical models for managing customer service -- Practical methods for leading customer service -- Customer service on the front line -- Improving customer service: strategies and techniques -- Customer problems and problem customers -- Customer service on the Internet -- Customer service and the rest of the organization.".
- catalog description "Includes bibliographical references.".
- catalog extent "xvii, 414 p. :".
- catalog identifier "0814470289".
- catalog issued "1999".
- catalog issued "1999, c1998.".
- catalog language "eng".
- catalog publisher "Amherst [Mass.] : HRD Press ; New York : AMACOM,".
- catalog subject "658.8/12 21".
- catalog subject "Consumer Satisfaction.".
- catalog subject "Customer services.".
- catalog subject "HF 5415.5 B561 1999".
- catalog subject "HF5415.5 .B484 1999".
- catalog subject "Public Relations.".
- catalog tableOfContents "Great customer service, customer retention, and growth -- Practical models for managing customer service -- Practical methods for leading customer service -- Customer service on the front line -- Improving customer service: strategies and techniques -- Customer problems and problem customers -- Customer service on the Internet -- Customer service and the rest of the organization.".
- catalog title "Best practices in customer service / edited by Ron Zemke and John A. Woods.".
- catalog type "text".