 Satisfying Internal Customers First!
ISBN: 978-0-7879-5082-8
Paperback
104 pages
June 1999, Pfeiffer
US $20.00
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1. Introduction.
2. Customer Satisfaction From The Inside Out.
3. Improving Internal Customer Satisfaction -
A Model.
4. Step One: Measure External Customer Satisfaction.
5. Step Two: Map The Internal Chain.
6. Step Three: Locate The Critical Links.
7. Step Four: Analyze The Critical Links.
8. Step Five: Resolve Critical Link Issues.
9. Step Six: Evaluate Changes.
10. Summary.
Appendix: Reference Materials.
2. Customer Satisfaction From The Inside Out.
3. Improving Internal Customer Satisfaction -
A Model.
4. Step One: Measure External Customer Satisfaction.
5. Step Two: Map The Internal Chain.
6. Step Three: Locate The Critical Links.
7. Step Four: Analyze The Critical Links.
8. Step Five: Resolve Critical Link Issues.
9. Step Six: Evaluate Changes.
10. Summary.
Appendix: Reference Materials.
