The Service Advantage: How to Identify and Fulfill Customer Needs /
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| Main Author: | |
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| Other Authors: | |
| Format: | Book |
| Language: | Vietnamese |
| Published: |
U.S.A :
Dow Jones - Irwin ,
1990
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| Edition: | In lần thứ 1 |
| Subjects: | |
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| Institutions: | Thư viện Trường CĐ Kỹ Thuật Cao Thắng |
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| Summary: | Contents: 1. Know your customer 2. Moments of truth 3. Anatomy of the service customer of the 1990s 4. The custumser report card: Blueprint for excellence 5. Custumer perception research : Putting on your customers glasses 6. Start with the obvious 7. The face to face advantage 8. Surveys : When , why and how 9. Create your customer report card 10. Building a service quality measurement system 11. Closing the loop |
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| Physical Description: | 240tr. ; 23 cm |