@ARTICLE{18169786_1989,
    author = {Clutterbuck, David}, 
    keywords = {communication, customer care, training, качество тренинга, коммуникация, потребитель, тренинг},
    title = {Developing Customer Care Training Programmes (Развитие тренинговых 
программ с учетом интересов потребителя) },
    journal = {Marketing Intelligence & Planning},
    year = {1989},
    month = {},
    volume = {7},
    number = {1},
    pages = {},
    url = {http://ecsocman.hse.ru/text/18169786/},
    publisher = {},
    language = {ru},
    abstract = {The real nature of customer care is defined as being more than making 
customers smile. The five main requirements are: understanding the 
customers, methods of measuring service quality, involving employees 
at all levels, devolving decision taking on customer care and 
communication. },
    annote = {The real nature of customer care is defined as being more than making 
customers smile. The five main requirements are: understanding the 
customers, methods of measuring service quality, involving employees 
at all levels, devolving decision taking on customer care and 
communication. }
}