Lash, Linda M. Primary Author mixed material bibliography New York John Wiley & Sons 1989 en English

Printed Material

xvii, 216 p. : Source, Index ; 24 cm. Presents the ten key guidelines for moving an organization to service excellence and keeping it there. Illustrates principles with down-to-earth examples for both large and small companies, giving readers a wide range of situations with which they can identify. The guidelines cover all the relevant functional areas, such as training, advertising, daily operations, finance, etc. Also shows the nineteen functions for maintaining a successful complaint handling unit. Each chapter concludes with separate lists of guidelines for chief executives, front line service personnel, back-office support, and middle management. Customer services NONE 0471624284 Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen 20555 General (General) CS.jpg.jpg 49443 2020-01-15 09:34:20 2020-02-19 10:31:35 machine generated