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This work describes all aspects of service provision, from the definition of customer need to the day-to-day techniques of managing customer satisfaction. It includes guidelines for negotiating a service level agreement, methods for understanding the customer's requirements, and the identification of key issues associated with help-desks and customer assistance centres. The book is intended for IT and telecommunications managers, service suppliers, system architects, designers and help-desk staff in businesses using networks and communications services to achieve high level services.
- Format: Inbunden
- ISBN: 9780890066768
- Språk: Engelska
- Antal sidor: 140
- Utgivningsdatum: 1995-12-01
- Förlag: Artech House Publishers