This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's sp…
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wr…
"Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a "relationship" with your company's customer service department, or do they simply w…
"Authors Benjamin Schneider and Susan S. White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. The book introduces the concept of service and the important ways service production can …
"This book presents the different models of supply chain performance evaluation for global supply chains. It describes why it is necessary to evaluate global performance both to assess the contribution of the supply chain to achieve the goals of creating value throughout the cha…
Résumé : "This book presents the different models of supply chain performance evaluation for global supply chains. It describes why it is necessary to evaluate global performance both to assess the contribution of the supply chain to achieve the goals of creating value throughou…