Customer service and support : implementing effective strategies
著者
書誌事項
Customer service and support : implementing effective strategies
Financial Times : Pitman, 1992
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内容説明・目次
内容説明
This book argues that a customer support strategy must embrace the whole company if it is to be effective. It examines those pitfalls which can impede customer service and support goals and considers differences in business culture and their implications. It is illustrated with international cases.
目次
- What is customer service and support?
- formulating service and support strategies
- structures for service and customer support
- elements of customer support
- marketing and market research
- managing the contact with customers
- managing the people
- capacity management
- quality management
- improving productivity
- information systems and control
- materials management
- managing through intermediaries
- recovery strategies
- internationalism - managing the network
- managing change.
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