[国外经济类书籍大全].John.Wiley.&.Sons.-.Customer.Management.Excellence.-.Successful.Strategies.from.Service.Leaders.pdf

CUSTOMER
MANAGEMENT
EXCELLENCE
MIKE FAULKNER
Copyright © 2003 John Wiley & Sons Ltd, The Atrium, Southern Gate, Chichester,
West Sussex PO19 8SQ, England
Telephone (+44) 1243 779777
Email (for orders and customer service enquiries): cs-******@
Visit our Home Page on
All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system
or transmitted in any form or by any means, electronic, mechanical, photocopying, recording,
scanning or otherwise, except under the terms of the Copyright, Designs and Patents Act 1988
or under the terms of a licence issued by the Copyright Licensing Agency Ltd,
90 Tottenham Court Road, London W1T 4LP, UK, without the permission in writing of the
Publisher. Requests to the Publisher should be addressed to the Permissions Department,
John Wiley & Sons Ltd, The Atrium, Southern Gate, Chichester, West Sussex PO19 8SQ,
England, or emailed to ******@, or faxed to (+44) 1243 770571.
This publication is designed to provide accurate and authoritative information in regard to the
subject matter covered. It is sold on the understanding that the Publisher is not engaged in
rendering professional services. If professional advice or other expert assistance is required,
the services of petent professional should be sought.
Other Wiley Editorial Offices
John Wiley & Sons Inc., 111 River Street, Hoboken, NJ 07030, USA
Jossey-Bass, 989 Market Street, San Francisco, CA 94103-1741, USA
Wiley-VCH Verlag GmbH, Boschstr. 12, D-69469 Weinheim, Germany
John Wiley & Sons Australia Ltd, 33 Park Road, Milton, Queensland 4064, Australia
John Wiley & Sons (Asia) Pte Ltd, 2 Clementi Loop #02-01, Jin Xing Distripark,
Singapore 129809
John Wiley & Sons Canada Ltd, 22 Worcester Road, Etobicoke, Ontario, Canada M9W 1L1
British Library Cataloguing in Publication Data
A catalogue record for this book is available from the British Library
ISBN 0-470-84853-7
Typeset in 12/ pt Bem