Mastering customer relations
著者
書誌事項
Mastering customer relations
（Macmillan master series）
Macmillan, 2000
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注記
"Business series editor, Richard Pettinger"
Bibliography: p. 233-235
Includes index
内容説明・目次
内容説明
This book provides the student with the concepts and their practical application behind the importance of Customer Relations, Customer Service and Customer Care. The book has been written for students of business studies, management and associated fields, the qualification frameworks for which include a study of customer relations either as cores or options.
The book uses practical examples using real organisations from all sectors of economic and social activity to support the concepts that are introduced in an easy to read and assimilate format.
目次
Acknowledgements.- List of Figures.- Preface.- Introduction.- Who is the Customer.- Value for Money.- Customer Loyalty.- Complaints and Recovery.- Legal Aspects.- Customer Care and New Technologies.- Relationships.- Public Relations.- Customer Service in Action.- Developing a Customer Relations Strategy.- Bibliography.- Index.
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