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Serving the American Public: Best Practices in Resolving Customer Complaints: National Performance Review
Serving the American Public: Best Practices in Resolving Customer Complaints: National Performance Review
 
Our Price: $25.00
Year: 1996
Pages: 40
Binding Paperback

Product Code: 0788140175

Description
 
Al Gore. Fed. agencies were directed to survey their customers to see what kind of service people want & whether they are getting it; to give customers choices & easy access; & to develop a way for citizens to complain & get problems fixed. To comply, agencies embarked on this series of benchmarking studies. Contents: summary of best practices (leadership strategies for satisfying customers; info. & analysis; planning; human resources development & mgmt.; customer focus, expectations & satisfaction; complaint process mgmt.; bus. results); reinventing complaint resolution; practices of benchmarking partners.

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