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- catalog contributor b1557826.
- catalog created "1987.".
- catalog date "1987".
- catalog date "1987.".
- catalog dateCopyrighted "1987.".
- catalog description "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.".
- catalog description "Bibliography: p. 155-158.".
- catalog extent "xvi, 163 p. ;".
- catalog hasFormat "Managing to keep the customer.".
- catalog identifier "1555420273 (alk. paper) :".
- catalog isFormatOf "Managing to keep the customer.".
- catalog isPartOf "The Jossey-Bass management series".
- catalog issued "1987".
- catalog issued "1987.".
- catalog language "eng".
- catalog publisher "San Francisco : Jossey-Bass,".
- catalog relation "Managing to keep the customer.".
- catalog subject "Customer relations.".
- catalog subject "Customer services.".
- catalog subject "HF5415.5 .D47 1987".
- catalog tableOfContents "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.".
- catalog title "Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization / Robert I. Desatnick.".
- catalog type "text".