Service failure: the real reasons employees struggle with customer service and what you can do about it
Auteur :
Toister, Jeff
Éditeur :
Toister, Jeff
ISBN :
9780814431993
Date de publication :
1 déc. 2012
Dimensions :
23,1 x 15,2 x 1,5 cm
Poids :
328 g
Langue :
Anglais
Pays d'origine :
USA
A novel approach by rooting out the real reasons employees aren't delivering the service they should. It includes such as: company culture doesn't always support service excellence; over-emphasis on cost reduction often increases the cost of service; and, employees are torn between doing the right thing for the customer and following policy.