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|a Dirección de los servicios de calidad al cliente :
|b guía para operaciones de servicio. /
|c William B. Martin.
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|c 1992.
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|a Comprensión de su cliente -- Fijación de criterios para servicios de calidad -- Formación de un grupo ganador -- Comprobar regularmente -- Proveer soluciones proactivas a los problemas --
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