Service Excellence @ Novell: Taking Customer Service from Cost to Profit
Год выпуска: 2006 Издательство:
Страниц: 144 ISBN: 9077256113 Описание A colorful, pithy, no-nonsense tale that shows readers how Novell made customer support its top profit center, told from a human perspective. Strategies, core training concepts, results, and take-away lessons make it entertaining and informative reading.
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Светлана В теории все здорово - преподаватель делал круглые глаза и говорил, что "все бы так писали, да с первого раза" ;)