TY  - JOUR
TI  - Developing Customer Care Training Programmes (Развитие тренинговых 
программ с учетом интересов потребителя) 
T2  - Marketing Intelligence & Planning
IS  - 1
KW  - communication
KW  - customer care
KW  - training
KW  - качество тренинга
KW  - коммуникация
KW  - потребитель
KW  - тренинг
AB  - 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. 
AU  - Clutterbuck, David
UR  - http://ecsocman.hse.ru/text/18169786/
PY  - 1989
SP  - 
M2  - 
VL  - 7
SN  - 
N1  - 
LA  - EN
CY  - 
PB  - 
M3  - 
LB  - 
VL  - 
ER  -