By Svafa Gronfeldt
SAGE Publications, Inc
eBook$10 per week
$10 per week
9 weeks to own
Return anytime and charges stop.
Pay for 9 weeks and the book is yours to keep.
Get instant access, take notes, search, and highlight.
Only pay for what you need. Textbooks on your terms.
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.
Your cart is empty