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Customer satisfaction [Book] : practical tools for building important relationships / Dru Scott.

By: Material type: TextTextSeries: Publication details: New Delhi : Viva Books, 2004.Edition: 3rd edDescription: viii, 118 p. : ill. ; 15 cmISBN:
  • 8176495441
Subject(s): DDC classification:
  • 658.812
Other classification:
  • 658.812
Summary: Annotation Everyone talks about customer service these days but the concrete issue behind the topic is customer satisfaction. This book contends that part of the problem lies with our focus on technical skills rather than people skills, both with customers, and inside the organization. It also points out that working hard is not the same as satisfying customers. The new focus of this edition is on what we have learned about job burnout, the tools that are needed to solve problems, and build cooperation. The goal is to create a customer satisfaction outlook that leads to the customer loyalty companies strive for (and frequently miss) with customer service alone.
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Holdings
Item type Current library Call number Status Date due Barcode Item holds
Books Books Junaid Zaidi Library, COMSATS University Islamabad 2nd Floor 658.812 SCO-C (Browse shelf(Opens below)) Available 9389
Total holds: 0

Annotation Everyone talks about customer service these days but the concrete issue behind the topic is customer satisfaction. This book contends that part of the problem lies with our focus on technical skills rather than people skills, both with customers, and inside the organization. It also points out that working hard is not the same as satisfying customers. The new focus of this edition is on what we have learned about job burnout, the tools that are needed to solve problems, and build cooperation. The goal is to create a customer satisfaction outlook that leads to the customer loyalty companies strive for (and frequently miss) with customer service alone.

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