Service Excellence in Organizations, Volume I

Explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. This first volume offers some theoretical background, and contains practical examples and a self-assessment diagnostic tool to identify organizational areas of strength.

Exploreaza principiile de baza ale excelentei in servicii, deschizandu-se pentru a distinge serviciul pentru clienti de excelenta in serviciu si exploreaza aspectele motrice ale strategiei si filosofiei. Acest prim volum ofera cateva baze teoretice si contine exemple practice si un instrument de diagnostic de autoevaluare pentru a identifica zonele de forta organizationale.