책 이미지
책 정보
· 제목 : Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers (Paperback)
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9780787943929
· 쪽수 : 400쪽
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9780787943929
· 쪽수 : 400쪽
목차
Figures, Tables, and Exhibits.
Preface.
About the Authors.
Chapter 1: Extraordinary Customer Satisfaction: The Facts and the Promise.
Chapter 2: Eighteen Commandments for Well-Managed Customer Satisfaction Programs.
Chapter 3: What the Customer Really Wants.
Chapter 4: Measurement Tools That Work.
Chapter 5: Calculating the Cost of Dissatisfied Customers.
Chapter 6: How to Win and Retain Customer Loyalty.
Chapter 7: The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff.
Chapter 8: Building the Customer Satisfaction Team.
Chapter 9: Designing Your Customer Service Strategy.
Chapter 10: Prescriptions for Sustaining Top Customer Satisfaction Ratings.
Recommended Readings.
Index.
