Productivity and service quality : an essential reading for service providers
Flora Han, Debbie Leong
Singapore : Prentice-Hall, 2000
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Delivering Quality Service : Balancing customer perceptions and expectations
[s.l.] :
[s.n.] :
s.a.]
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Customer service cara efektif memuaskan pelanggan
H. Oka A. Yoeti
Jakarta : Pradnya Paramita, 2005
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Customer service : strategies for the health care environment
Louis C. Feuer
Washington, DC : HIAA, 2002
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Productivity service & quality : an essentiality for service providers
Flora Han, Debbie Leong
Singapore : Prentice-Hall, 1996
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Service magic : the art of amazing your customers
Ron Zemke, Chip Bell
New Jersey : Dearborn, 2003
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The Big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers
Peggy Carlaw, Vasudha Kathleen Deming
New York : McGraw-Hill, 1999
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Customer service : strategies for the health care environment
Health Insurance Association of America
Washington, DC : HIAA, 2002
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A complaint is a gift : using costumer feedback as a strategic tool
Janelle Barlow and Claus Moller
San Francisco : Berrett-Koehler Publishers, c1996
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Customer satisfaction and beyond
TIM Marknesis
Yogyakarta : Marknesis, 2009
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