La excelencia en el servicio /
Saved in:
| Main Author: | |
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| Other Authors: | , , |
| Format: | Book |
| Language: | Spanish English |
| Published: |
Bogotá :
3R,
1998.
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| Subjects: | |
| Notas Contenido: |
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MARC
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| 100 | 1 | |a Albrecht, Karl, |d 1941- | |
| 245 | 1 | 3 | |a La excelencia en el servicio / |c Karl Albrecht, Lawrence J. Bradford ; traducción Jesús Villamizar Herrera; revisión técnica Humbreto Serna Gómez. |
| 260 | |a Bogotá : |b 3R, |c 1998. | ||
| 300 | |a ix, 237 páginas : |b ilustraciones ; |c 24 cm. | ||
| 500 | |a Incluye índice p. 231 | ||
| 505 | 2 | |a Conocer al cliente -- Momentos de verdad -- El cliente de la década del noventa -- La libreta de calificaciones del cliente: anteproyecto para la excelencia -- Investigar la percepción de los clientes: ponerse los anteojos de los clientes -- Empezar con lo obvio-- La ventaja de hablar frente a frente-- Encuestas: cuándo, por qué y cómo -- Hacer la libreta de calificaciones del cliente -- Establecer un sistema de calificación del servicio (SQMS) -- Cierre del ciclo | |
| 534 | |t Service advantage | ||
| 650 | 1 | 7 | |a Servicio al cliente |2 Armarc |
| 650 | 1 | 7 | |a Relaciones con los clientes |2 Armarc |
| 650 | 1 | 7 | |a Encuestas |2 Armarc |
| 650 | 1 | 7 | |a Entrevistas |2 Armarc |
| 650 | 1 | 7 | |a Ventas |2 Armarc |
| 650 | 1 | 7 | |a Mercadeo |2 Armarc |
| 700 | 1 | |a Bradford, Lawrence J. | |
| 700 | 1 | |a Villamizar Herrera, Jesús, |e traductor | |
| 700 | 1 | |a Serna Gómez, Humberto |e rev. | |
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