Monitoring, Measuring, and Managing Customer Service, Gary S. Goodman PhD

Автор: Bacal Robert
Название: Perfect Phrases for Customer Service, Second Edition
ISBN: 0071745068 ISBN-13(EAN): 9780071745062
Издательство: McGraw-Hill
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Цена: 19430.00 T
Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Filled with specific defusing tactics and key behavioral insights, this new edition shows how to reduce stress, find the right words to say, and handle hostile customers with ease and confidence.

Автор: Dasu Sriram, Chase Richard
Название: The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer`s Business
ISBN: 0071809937 ISBN-13(EAN): 9780071809931
Издательство: McGraw-Hill
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Цена: 36590.00 T
Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Helps you understand consumer psychology to drive profits and growth. This title explains how consumers perceive services and shows you how toenhance the customer experience - every time. It identifies and demystifies the psychological triggers behind customer behavior.

Автор: Klaus Philipp
Название: Measuring Customer Experience
ISBN: 1137375450 ISBN-13(EAN): 9781137375452
Издательство: Springer
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Цена: 35390.00 T
Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.

Автор: Don Peppers, Martha Rogers
Название: Managing Customer Experience and Relationships: A Strategic Framework, 3rd edition
ISBN: 1119236258 ISBN-13(EAN): 9781119236252
Издательство: Wiley
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Цена: 89760.00 T
Наличие на складе: Невозможна поставка.
Описание: Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul.

Автор: Price
Название: The Best Service Is No Service: How to Liberate Yo ur Customers from Customer Service, Keep Them Happ y, and Control Costs
ISBN: 0470189088 ISBN-13(EAN): 9780470189085
Издательство: Wiley
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Цена: 25350.00 T
Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Praise for The Best Service Is No Service "A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues. " -Don Peppers and Martha Rogers, Ph.D.