The customer service planner
著者
書誌事項
The customer service planner
（The Marketing series）
Butterworth-Heinemann, 1992
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内容説明・目次
内容説明
Intended to be of use to those in organizations facing problems finding out what processes and systems are necessary to sustain superior customer service in the market place, this book aims to encourage creative thought and innovative actions in the customer service arena. Packed with illustrations, checklists, quizzes and anecdotes, it offers a practical approach to the topic of customer service. The book aims to avoid jargon and contains action-orientated ideas and a multitude of examples. It is international in scope and aims to be simple to understand.
目次
- Rediscovering the customer
- the cost benefit of customer service
- developing a customer service strategy
- monitoring and controlling customer service strategy
- customer service and total quality
- appendices - customer service audit checklist, Malcolm Baldridge Award criteria.
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