Serving the public : customer management in local government

著者

• Tam, Henry

書誌事項

Serving the public : customer management in local government

Henry Tam

Longman, c1993

注記

Includes bibliographical references

内容説明・目次

内容説明

This is a manual offering step-by-step guidance backed by charts, diagrams and checklists. It should help the reader establish customer orientation as a core value, set and achieve quality management processes, instigate and act on customer feedback, develop a better understanding of how marketing and customer management work in local government, know how to develop a customer management strategy, understand why staff have a key role to play in making the customer care culture happen, use customer-led business planning systems effectively, communicate effectively with the public, involve efficient customer participation, review and improve performance, know the customer's rights. The book is aimed at chief executives, corporate planning officers, principal officers, senior officers and middle managers, senior marketing and PR officers.

目次

• The basis of customer management
• why customer management in local government?
• developing a customer management strategy
• establishing customer orientation as a core value
• customer care and staff
• customer-led business planning
• quality management process
• public information
• customer feedback
• customer participation
• performance review
• from customer care to customer rights.

「Nielsen BookData」 より

詳細情報

• NII書誌ID(NCID): BA22530817
• ISBN:
  • 0582212510
• 出版国コード: uk
• タイトル言語コード: eng
• 本文言語コード: eng
• 出版地: Harlow
• ページ数/冊数: vii, 144 p.
• 大きさ: 30 cm
• 分類:
  • DC20 : 352.042