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Customer service foundation certification Kit

Tác giả: Ivanka Menken, Tess Wheelwright

The book contains dialogues between customers and staff, showing how the various situations SHOULD be handled. Each one is to the point and the information for each one can be assimilated and learned from in a very few minutes.

Customer service on the internet : building relationships, increasing loyalty, and staying competitive

Tác giả: Jim Sterne

The web was made for customer service, customer service in a modern world, publishing on the web, managing E-Mail: when customer come calling, encouraging customer conversations, measuring your success, knowing your customers as individuals-again, extranets-access to live information.