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Verbraucher entscheiden mit ihrem Geld, welche Unternehmen am Markt berleben. Da Produkte und Dienstleistungen einer Branche nahezu identisch sind, sichert der individuelle Dienst am Kunden - die Kundennhe, die sich durch das gesamte Unternehmen hindurchzieht - den Markterfolg und erffnet Zukunftschancen. Dieser Leitfaden zeigt, worauf es bei der Kundenorientierung fr den einzelnen Mitarbeiter und fr das Unternehmen als Ganzes ankommt und entwickelt eine systematische Service-Strategie. Praktische Beispiele und Checklisten helfen Firmeninhabern und Mitarbeitern gleichermaen bei der konsequenten Umsetzung.
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