Customer care : how to create an effective customer focus

著者

    • Cook, Sarah

書誌事項

Customer care : how to create an effective customer focus

Sarah Cook

K. Page, 2000

3rd ed

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注記

Previous ed.: c1997

Includes bibliographical references and index

内容説明・目次

内容説明

A comprehensive action plan for developing a quality-driven customer care programme. Emphasis is placed on strategic aspects, while covering the basics such as customer service point-of-sale, speed of delivery, follow-up, and the ethos of total quality management and staff motivation.

目次

  • How managers can develop and support a service strategy
  • listening to customers
  • establishing a customer care programme
  • empowerment and ownership
  • the internal customer
  • training and development for customer service
  • communications
  • recognition and reward
  • sustaining a customer focus
  • impact of e-business
  • customer relationship marketing
  • future of communications centres.

「Nielsen BookData」 より

詳細情報

  • NII書誌ID(NCID)
    BA47575928
  • ISBN
    • 0749432365
  • 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
    London
  • ページ数/冊数
    viii, 215 p.
  • 大きさ
    24 cm
  • 分類
  • 件名
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