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Prämissen der Servicephilosophie

Prämissen der Servicephilosophie

          
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About the Book

Was in diesem Buch an Informationen zu finden ist, wird diejenigen überzeugen, die aus ihrem täglichen Servicegeschäft das Beste herausholen wollen. Und das hat zunächst einmal etwas mit der Servicekultur zu tun, die ein Unternehmen verantworten will. Wer mit Lösungen und Leistungen beabsichtigt, bei Kunden anzudocken, muss vorher Brücken zu ihnen schlagen. Kundenwünsche sind aufzuspüren und in Serviceleistungen zu transformieren. Dabei hat Service immer mit technischen Systemen zu tun: Einerseits werden sie unmittelbar oder indirekt benötigt, um Dienstleistungen auszuführen; andererseits sind sie selbst Ursache dafür, dass Serviceleistungen erforderlich werden. In diesem Umfeld bewähren sich Servicepersönlichkeiten als Protagonisten ihrer Servicemission, in die auch Servicepartner integriert werden können. Was zählt, ist Kompetenz, die taktisch klug eingesetzt wird, um Serviceaktivitäten in eine ertragreiche Richtung zu lenken. Kunden fördern dieses Bestreben mit ihrer Unzufriedenheit, die immer wieder erneut zu beseitigen ist, - was den Servicemotor am Laufen hält ...
About the Author: Lutz Breunig befasst sich seit 1979 mit technischem Service. Zunächst als Service-Ingenieur, danach im internationalen Servicemanagement. Seit 1994 ist er beratend tätig, insbesondere als Autor und Herausgeber diverser servicespezifischer Publikationen.


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Product Details
  • ISBN-13: 9783837016499
  • Publisher: Books on Demand
  • Publisher Imprint: Books on Demand
  • Height: 210 mm
  • No of Pages: 62
  • Series Title: German
  • Weight: 86 gr
  • ISBN-10: 3837016498
  • Publisher Date: 19 Feb 2008
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 3 mm
  • Width: 148 mm


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