by Laurent Hermel · Association française de normalisation · tapa blanda · ISBN 9782124652426
VAT included
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«L'accueil client» is Laurent Hermel's customer service guide, published by AFNOR in paperback (156 pages, in French).
The starting point is that today's customer is increasingly demanding. Through a hundred questions, Laurent Hermel addresses the diagnosis of reception, quality standards and contact channels in person, by phone, by mail and online, and proposes tools such as benchmarking, the dashboard or the service charter.
Subtitled «100 questions pour comprendre et agir», the work was published on 1 April 2010.
Aimed at quality and communication managers, sales staff, reception personnel and any professional who deals directly with the public.
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