by Ron Willingham · Prentice Hall Press · tapa blanda · ISBN 9780133881585
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«Hey, I'm the Customer: Front Line Tips for Providing Superior Customer Service» is Ron Willingham's manual, in hardcover (224 pages, in English).
The work starts from a premise: in a saturated market, serving the customer well makes the difference between retaining them and losing them. With step-by-step guidelines, it explains how to assess customer satisfaction, identify their real needs, and resolve issues, with special attention to frontline staff and those who coordinate these teams.
The original edition, published by Prentice Hall Press on July 24, 1992, includes an index.
Aimed at managers, supervisors, business owners, and frontline staff who want to improve customer service.
