Service Excellence in Organizations, Volume I: Eight Key Steps to Follow and Achieve It, Urquhart Fiona
Автор: Urquhart Fiona Название: Service Excellence in Organizations, Volume II: Eight Key Steps to Follow and Achieve It ISBN: 1949991172 ISBN-13(EAN): 9781949991178 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 22570.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy.
The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.
Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
Автор: Alistair Urquhart Название: The Forgotten Highlander ISBN: 0349122571 ISBN-13(EAN): 9780349122571 Издательство: Little Brown Рейтинг: Цена: 13150.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: * An extraordinary and moving tale by an ex-POW and last surviving member of the Gordon Highlanders regiment that was captured by the Japanese in Singapore, out now in paperback
Автор: Ewan Urquhart Название: Stonechats ISBN: 0713660244 ISBN-13(EAN): 9780713660241 Издательство: Bloomsbury Рейтинг: Цена: 74250.00 T Наличие на складе: Невозможна поставка. Описание: A comprehensive treatment of the birds of the genus Saxicola. It is primarily an identification guide, using colour plates and photographs to illustrate the various races and plumages, but it also covers the biology, habitat and range of each species. Distribution maps are included.
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