Nash, Susan
Deliver outstanding customer service: gain and retain customers and stay ahead of the competition. / Susan Nash and Derek Nash - 2nd ed. - New Delhi: UBS Publishers, 2002. - 224 p.: ill.; 22cm.
Includes index.
Contents:Understanding custom- Delivering outstanding customer service -- Customer service strategy -- Hiring the right people -- Developing personal service skills -- Managing the customer interaction -- Implementing efective processes -- Dealing with customer complaints -- Instituting continuous improvement processes -- Helping managers become leaders -- Delighting the customer.
817476433x
Customer services.
HF5415.5.N17
Deliver outstanding customer service: gain and retain customers and stay ahead of the competition. / Susan Nash and Derek Nash - 2nd ed. - New Delhi: UBS Publishers, 2002. - 224 p.: ill.; 22cm.
Includes index.
Contents:Understanding custom- Delivering outstanding customer service -- Customer service strategy -- Hiring the right people -- Developing personal service skills -- Managing the customer interaction -- Implementing efective processes -- Dealing with customer complaints -- Instituting continuous improvement processes -- Helping managers become leaders -- Delighting the customer.
817476433x
Customer services.
HF5415.5.N17