In Charge of Customer Satisfaction: A Competence Approach - Softcover

Cartwright, Roger; Green, George

 
9780631200871: In Charge of Customer Satisfaction: A Competence Approach
Softcover
ISBN 10: 0631200878 ISBN 13: 9780631200871
Verlag: Blackwell Publishers, 1997

Inhaltsangabe

In Charge of Customer Satisfaction is for supervisors, managers and students at NVQ levels 3 and 4 who need to understand and implement the best customer service standards and techniques. Its approach is innovative and powerful and is based on:


  • An intensively developed range of real life case material ranging from services to retail and tourism.

  • Clear and fully supported 'Golden Rules' of customer care, illustrated and explained by the cases and text.

Written to the most recently published NVQ standards, this is an indispensable text for managers and students.

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Über die Autorin bzw. den Autor

Roger Cartwright (MA, DMS, CertEd, FCollP, MIMgt) is the Deputy Head of Faculty at the Business, Management and Computing Faculty at Perth College, Scotland.

Anita Candy (BA Hons, FETC) and Micheal Collins (ACIB) are consultants at the Management and Professional Studies Unit of the Oxford College of Further Education.

George Green (MA Cantab) runs his own consultancy and lectures at both Oxford Brookes University and the Oxford College of Further Education.

Von der hinteren Coverseite

In Charge of Customer Satisfaction is designed around the Customer Service Lead Body Standards for Customer Service at N/SVQ level 3 and provide a comprehensive and practical examination of the concepts and practices that lead to excellent customer service.

This series is designed for supervisors and line managers and has been re-written to support the latest Management Standards from the Management Charter Initiative who have provided the Foreword to each book.

Each book provides the knowledge and understanding required for the core and major options associated with the N/SVQ3 level qualifications in Supervisory Management and is written in a manner that links learning with the supervisor/front line manager's work experience. As such it also supports non-competence programmes such as the NEBSM Introductory and Full Certificate programmes in Supervision.

„Über diesen Titel“ kann sich auf eine andere Ausgabe dieses Titels beziehen.

Verlag
Blackwell Publishers
Erscheinungsdatum
1997
Sprache
Englisch
ISBN 10 
0631200878
ISBN 13 
9780631200871
Einband
Taschenbuch
Anzahl der Seiten
209
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
Nicht verfügbar

Weitere beliebte Ausgaben desselben Titels

9780631209201: In Charge of Customer Satisfaction: A Competence Approach to Supervisory Management

Vorgestellte Ausgabe

ISBN 10:  0631209204 ISBN 13:  9780631209201
Verlag: Blackwell Publishers, 1999
Softcover