Building a customer service culture :
Martinez, Mario, 1967-
Building a customer service culture : the seven ServiceElements of customer success / by Mario Martinez, Bob Hobbi. - Charlotte, N.C. : Information Age Pub., c2008. - xiii, 105 p. : ill ; 24 cm.
Includes bibliographical references.
Defining customer service -- Profiling the external customer -- From the inside out : internal customers -- Moving beyond sameness -- Make time count, don't count time -- Cycle of services thinking -- Beyond customer expectations -- Putting it all together.
9781593119355 (pbk.) 1593119356 (pbk.) 9781593119362 (hardcover) 1593119364 (hardcover)
2008020808
Customer services.
Customer services--Management.
HF5415.5 / .M1714 2008
658.8/12
Building a customer service culture : the seven ServiceElements of customer success / by Mario Martinez, Bob Hobbi. - Charlotte, N.C. : Information Age Pub., c2008. - xiii, 105 p. : ill ; 24 cm.
Includes bibliographical references.
Defining customer service -- Profiling the external customer -- From the inside out : internal customers -- Moving beyond sameness -- Make time count, don't count time -- Cycle of services thinking -- Beyond customer expectations -- Putting it all together.
9781593119355 (pbk.) 1593119356 (pbk.) 9781593119362 (hardcover) 1593119364 (hardcover)
2008020808
Customer services.
Customer services--Management.
HF5415.5 / .M1714 2008
658.8/12