International Customer Service Association Customer Service Management Guide

Front Cover
Bureau of Business Practice, 1993 - Customer relations
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Contents

ACKNOWLEDGMENT
xvii
SIMPLIFYING PRODUCTS FOR EASE OF USE 105
199
PRICE WATERHOUSEQuality Service
209
GETTING YOUR PEOPLE TO PARTICIPATE
309
COMPETITIVE BENCHMARKING
401
XEROX CORPORATIONBenchmarking
410
SERVICE CHALLENGES OF THE
497
NORTHWESTERN MUTUAL LIFE
511
OPTIWORLDDesigning Your Own Successful
2745
MYSTERY SHOPPING
2753
CUSTOMER ROUNDTABLES
2759
CUSTOMER SUPPORT LINES
2765
CUSTOMER INVOLVEMENT
2773
RELATIONAL SALES
2781
TRAIN YOUR STAFF TO
2793
SELLING TO THE COMPETITIONS CUSTOMERS 2704
2796

CREATING A COMPANYWIDE
791
CREATING CUSTOMER LOYALTY
801
SMITH HAWKENProviding
811
BRINGING MANAGERS CLOSER
901
INTERNATIONAL BUSINESS MACHINES
910
YOUR OLDER CUSTOMERS
1002
SERVING CUSTOMERS WITH DISABILITIES
1009
STAR MARKET COMPANYMaintaining
1196
INTUITHigh Quality at Low Prices
1209
TRAINING FOR SERVICE EXCELLENCE
1485
SUPPORTING YOUR STAFF 1401
1494
EMPOWERMENT DEVELOPING
1501
AMERICAN EXPRESSEmpowering Your
1508
MOTIVATING YOUR WORK FORCE
1514
RECOGNITION PROGRAMS
1601
CASH AND NONCASH
1609
COMPENSATION STRATEGIES
2701
ICSA SALARY SURVEY
2709
DELEGATING
2719
HANDLING STRESS IN
2725
ORTHO DIAGNOSTIC SYSTEMS INC
2731
MEASURING YOUR SERVICE EFFORT
2739
OUTBOUND CROSSSELLING OPPORTUNITIES
2803
HOW TO ATTAIN
3081
CREATIVE APPROACHES TO HANDLING
3095
RECOGNIZING AND CON
3101
ALTERNATIVE DISPUTE
3555
STAY IN TOUCH WITH
3565
CUSTOMER TRACKING
3581
VOICE PROCESSING 3501
3591
ELECTRONIC DATA
3601
HERMAN MILLER CORPORATION
3610
THE WINNERS CIRCLE
3699
WINNERS
3708
MALCOLM BALDRIGE
3801
LEGAL DEVELOPMENTS AFFECTING CUS
4088
WARRANTIES PROMISES TO KEEP 4001
4096
CIVIL RIGHTS ACT OF 1991
4108
EQUAL EMPLOYMENT OPPORTUNITY COMMISSION
4208
CREDIT AND COLLECTION AND
4299
COOPERATION WORKS BOTH WAYS 4404
4316
BUILDING GOODWILL WITH
4327
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