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- catalog abstract ""In this book Goodman identifies the core behaviors that make up excellent customer service - as defined by the customer - and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction." "Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone."--Jacket.".
- catalog contributor b11647816.
- catalog created "2000.".
- catalog date "2000".
- catalog date "2000.".
- catalog dateCopyrighted "2000.".
- catalog description ""In this book Goodman identifies the core behaviors that make up excellent customer service - as defined by the customer - and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction." "Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone."--Jacket.".
- catalog description "1. How to Consistently Produce Great Customer Service -- 2. The Anatomy of Service Success: Identifying the Eighteen Communication Factors That Promote Top Customer Service -- 3. Monitoring Customer Service -- 4. Measuring Customer Service Representatives -- 5. Measuring and Managing Team Leaders, Supervisors, and Customer Service Managers -- 6. Recruiting, Motivating, and Retaining Quality Customer Service People -- 7. Making a Corporate Commitment to First-Class Customer Service.".
- catalog extent "xii, 166 p. :".
- catalog identifier "0787951390 (alk. paper)".
- catalog issued "2000".
- catalog issued "2000.".
- catalog language "eng".
- catalog publisher "San Francisco : Jossey-Bass,".
- catalog subject "658.8/12 21".
- catalog subject "Customer services Evaluation Handbooks, manuals, etc.".
- catalog subject "Customer services Management Handbooks, manuals, etc.".
- catalog subject "Customer services Quality control Handbooks, manuals, etc.".
- catalog subject "HF5415.5 .G67 2000".
- catalog tableOfContents "1. How to Consistently Produce Great Customer Service -- 2. The Anatomy of Service Success: Identifying the Eighteen Communication Factors That Promote Top Customer Service -- 3. Monitoring Customer Service -- 4. Measuring Customer Service Representatives -- 5. Measuring and Managing Team Leaders, Supervisors, and Customer Service Managers -- 6. Recruiting, Motivating, and Retaining Quality Customer Service People -- 7. Making a Corporate Commitment to First-Class Customer Service.".
- catalog title "Monitoring, measuring, and managing customer service / Gary S. Goodman.".
- catalog type "Handbooks, manuals, etc. fast".
- catalog type "text".