书目

Customer Service in an Instant: 60 Ways to Win Customers and Keep Them Coming Back

内容简介

Asmostcorporategiantsandsmallbusinessesalikehaverealized,service-bothonlineandoff-isacriticalconcernforsurvivingandthrivingintoday'sfast-paced,quick-changing,andhigh-techenvironment.Onestudyshowsthatitcostssixtimesmoretogainanewcustomerthantoretainacurrentone.CustomerServiceInAnInstantwillhelpthereaderlearnhowtocreateandprojectawinningserviceattitudeintheoftenstress-filledenvironmentofwork,discoverpowerfulactionstheycantaketoincreasecustomerloyaltyandretention,and...

作者简介

KarenLelandisapartnerinSterlingConsultingGroupandcoauthorwithKeithBaileyofthebest-sellingCustomerServiceforDummiesandWatercoolerWisdom:HowSmartPeopleProsperintheFaceofConflict,PressureandChange.HerconsultingclientsincludeAmericanExpress,Roche,MarriottHotels,andOracle.SheisafamiliarfaceinthemediaandhasbeeninterviewedbyTime,Newsweek,LadiesHomeJournal,Women'sDay,CBS,andOprah.ShelivesinSanRafael,California.

KeithBaileyisapartnerinSterlingConsultingGroup.HisconsultingclientsincludeMicrosoft,AT&T,JohnsonandJohnson,andLufthansa.HehasbeeninterviewedbyFortune,Entrepreneur,Inc.magazine,andCNN.HelivesinMillValley,California.

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