In charge of customer satisfaction : a competence approach
著者
書誌事項
In charge of customer satisfaction : a competence approach
（In charge）
Blackwell Publishers, 1997
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
In Charge of Customer Satisfaction is designed around the Customer Service Lead Body Standards for Customer Service at N/SVQ level 3 and provide a comprehensive and practical examination of the concepts and practices that lead to excellent customer service. This series is designed for supervisors and line managers and has been re-written to support the latest Management Standards from the Management Charter Initiative who have provided the Foreword to each book. Each book provides the knowledge and understanding required for the core and major options associated with the N/SVQ3 level qualifications in Supervisory Management and is written in a manner that links learning with the supervisor/front line manager's work experience. As such it also supports non-competence programmes such as the NEBSM Introductory and Full Certificate programmes in Supervision.
目次
List of Figures. Preface. 1. Knock, Knock Who's There? 2. Getting to Know You. 3. Great Expectations. 4. Where Everybody Knows Your Name. 5. I Don't Like to Complain, But . . . 6. Help, I Need Somebody, Help. 7. The Times They Are A-Changin'. 8. I Can't Get No Satisfaction. References. Index.
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