Customer Service

出版者:Prentice Hall

作者:Eggland, Steven A./ Britten, Michael J., Ph.D.

页数:192

出版时间:2001-10

价格:$ 47.69

装帧:Pap

isbn号码:9780135275085

For courses in Business Administration, Marketing, Consumer Behavior, Marketing Education, Customer Service. This book is about the consumer's right to service-convenience, courtesy, and responsiveness to problems and needs-and about organizations' willingness and ability to acknowledge and deliver that right to their clients, customers, patients, passengers, ticket buyers, constituents, etc. The book is based upon information provided by hundreds of consumers throughout the United States describing real-life transactions with a broad spectrum of businesses and institutions in both the private and public sectors. It illustrates the importance of customer satisfaction in the workplace and points out areas where businesses succeed or fail to meet customer expectations.