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Zuletzt lacht der Kunde
- Der steinige Weg zum zufriedenen Kunden
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- Duración: 3 h y 27 m
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Resumen del Editor
Gewisse Chefetagen und Arbeitnehmer haben noch nicht verstanden, dass optimaler Kundenservice zu einem guten Betriebsergebnis beiträgt und dass kulantes Verhalten gegenüber Kunden Arbeitsplätze erhält, ja sogar schaffen kann.
Reiner S. Bandorf berichtet in seinem Hörbuch über negative und positive Erlebnisse im Kundenservice in verschiedensten Branchen wie Gastronomie, Autogewerbe und Einzelhandel. Er lässt es aber nicht bei Lob oder Tadel bleiben. Sein Anliegen ist es, Schwachstellen und Unterlassungssünden aufzuzeigen. Diese können meist mit wenig Aufwand behoben werden, haben aber eine nachhaltige Wirkung.
Dieses Hörbuch ist keine rein theoretische Abhandlung, keine trockene Materie. Der Autor liefert konkrete Praxistipps, um eine gezielte Kundenorientierung schnell und effizient umzusetzen. Mit einer Vielzahl von Beispielen und Konzeptideen schildert er, wie Kundenserviceoptimierung, Beschwerdemanagement und Kundenbindung in den Unternehmen verankert werden können. Ein idealer Leitfaden für Führungskräfte, die Kundenbeziehungen zu ihrem Verantwortungsbereich zählen.
Reiner S. Bandorf (geb. 1960) ist ein deutscher Betriebswirt, Berater und Manager. Nach dem Studienabschluss spezialisierte er sich auf die Bereiche Personalentwicklung und Vertriebstraining und führte Beratungsprojekte, Seminare und Konzeptentwicklungen für verschiedene Unternehmensberatungen durch. Er verfügt über umfassende Erfahrung im Aufbau, der Leitung und der Optimierung von Vertriebsorganisationen für erklärungsbedürftige Produkte und Dienstleistungen und ist Autor mehrerer Bücher und Fachveröffentlichungen zu diesen Themen.
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