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Strategic Customer Service

4.14

117.68  Lei

sau 11768 de puncte. Detalii.

Livrare in 15 zile lucratoare

Cod: BRT9780814439050

An aparitie: 2019

Autor: John Goodman

Categoria: Business Management

Editie: cartonata

Editura: Thomas Nelson

Format: 234 x 168 x 27 mm

Limba: English

Nr. pagini: 288



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Transport Gratuit peste 90 de lei
Puncte de fidelitate
30 de Zile Drept de Retur
 

Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This book draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach readers how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.

When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up...but never come back?

Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Transform customer service into a strategic function, and reap benefits far exceeding investments-often 10 to 20 times more.

Strategic Customer Service is a data-packed roadmap that shows you how. This new edition of a landmark book distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to:



Gather and analyze customer feedback
Empower employees to fix problems
Track your impact on revenue
Generate sensational word of mouth
Tap opportunities to cross-sell and up-sell
And more

Updated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.

Why settle for passive service? Make a business case for ramping up operations-and get the tools for making it pay off.

Livrarea se face din stoc din depozitul de carte Libris, in zilele lucratoare. Transportul este gratuit prin curier rapid, oriunde in Romania, pentru orice comanda de minimum 90 de lei. Pentru orice solicitare apelati call center-ul Libris de luni pana vineri intre orele 8-20.


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