莱奥纳多·因基莱里 以及 米卡·所罗门
打造五星级客服的奥秘
Leonardo Inghilleri and Micah Solomon
The Secrets of Building a Five-Star Customer Service Organization
Ari Weinzweig
Treating Your Customers Like Royalty
Val Gee and Jeff Gee
Seven Keys to Delivering Great Customer Service
Performance Research Associates
Jeanne Bliss
The “Make Mom Proud” Standard for How to Treat Your Customers
Bill Price and David Jaffe
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Thomas A. Stewart and Patricia O’Connell
Service Design, Strategy, and the Art of Customer Delight
Jeffrey Gitomer
How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
Adam Toporek
Real-World Tips & Techniques for the Service Front Lines
Chip R. Bell
Creating Awesome Experiences Through Innovative Service
C. Britt Beemer and Robert L. Shook
The 14 Indespensible, Irrefutable, and Indisputable Qualities of the Greatest Companies in the World
Gary S. Goodman Ph.D.
Ron Zemke and Chip R. Bell
The Art of Amazing Your Customers
Karl Albrecht and Ron Zemke
Doing Business in the New Economy
Philip R. Nulman
Extreme Customer Service… How to Give It! How to Get It!
Jeff Toister
How to Win Customers by Keeping Your Promises
Dag Fredrik Bjørnland et al.
Danny Meyer
Lewis P. Carbone
How to Keep Customers Coming Back Again and Again
Claes Fornell
Winners and Losers in the Battle for Buyer Preference
Christine Astorino et al.
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