Жалоба – это подарок. Как сохранить лояльность клиентов в сложных ситуациях. Джанелл Барлоу

Service) – Единая служба доставки посылок, транснациональная корпорация, предоставляющая услуги экспресс-почты. – Примеч. переводчика.

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      «Business to business» (B2B) – взаимодействие между предприятиями (с привлечением интернет-ресурсов, например). – Примеч. переводчика.

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      VoIP – сервис, обеспечивающий телефонную (голосовую) связь посредством передачи данных через компьютерные сети. Охватывает США, Великобританию и Канаду. – Примеч. редактора.

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      ISO 9000 – группа стандартов ISO, связанных с управлением качеством. Они объединяют накопленные в разных странах данные. Стандарты ISO 9000 были утверждены в 1987 и обновлены в 1994 г. – Примеч. переводчика.

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      Американская ассоциация маркетинга. – Примеч. редактора.

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