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25 апреля 2009 | Автор: Admin | Рубрика: Научная литература » Экономика | Комментариев: 0

Carolyn A. Martin, Bruce Tulgan “The Customer Service Intervention"
HRD Press, Inc. | 2003-01 | ISBN: 0874257433 | 187 pages | PDF | 1,18 MB


Are you struggling everyday to turn front-line people into great service teams? Do you feel a sense of urgency about improving customer service? It's time for an intervention. The Customer Service Intervention offers a practical step-by-step program that will teach you how to quickley assess the effectiveness of your staff...launch an intervention to keep your staff service savvy...and seize opportunities everyday to improve the quality of every customer interaction. Are you willing to stop and evaluate yourself, your team and each team member? Make personnel changes and adjust future hiring criteria? Spend substancial amounts of time training? Then this powerful, results-oriented guide is for you. Learn what to do to improve front-line performance-and how to do it. The book is organized into two sections: .The Big Picture tells you what to do. It offers the tactics, best practices and techniques you'll need for your intervention .Customer Service Intervention: The Program shows you how to do it through scripts, exercises, activities, tools and implementation ideas. Learn how to : Prepare for and launch an inital training program in customer service, engage your team in creating customer service information tools, and keep your team buzzing about customer service during routine meetings with quick, hard-hitting "half-hour courses".





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