كتاب : CUSTOMER CARE EXCELLENCE

title : CUSTOMER CARE EXCELLENCE
author : SARAH COOK
year : 2008
Content
- An introduction to customer care
- How managers need to drive and support a service strategy
- Listening to customers
- Implementing a service excellence strategy
- Empowerment and ownership
- The internal customer
- Training and development for customer service
- Communications
- Recognition and reward
- Sustaining a customer focus


روابط التحميل

http://www.mirrorcreator.com/files/1VIAQLME/marketingBook9.rar_links