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.