International Customer Service Association Customer Service Management GuideBureau of Business Practice, 1993 - Customer relations |
Contents
ACKNOWLEDGMENT | 271 |
INTRODUCTION VIII1 | 274 |
SIMPLIFYING PRODUCTS FOR EASE OF USE 105 | 287 |
Copyright | |
60 other sections not shown
Common terms and phrases
Alternative Dispute Resolution areas award Baldrige benchmarking benefits better Brister cards challenges Chapter compa company's competition complaints cross-selling customer satisfaction customer service manager customer service reps customer's decisions develop disability effective effort Electronic Data Interchange employees empowered empowerment ensure errors example expectations feedback feel focus focus groups fulfill give goals handle Herman Miller IBM Rochester ICSA implemented important improve individual internal customers involved K Mart keep look mediation meet ment Microsoft mystery shoppers mystery shopping offer opportunity organization percent performance person problems procedures product or service products and services quality and service quality service questions receive requirements responsibility result reward roundtable says sell Smith & Hawken specific staff steps stress success sumers sure survey telemarketers tion true needs understand vice