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The author draws on her experience of working with European companies to provide a comprehensive action plan for developing an effective customer care programme. The book covers the routine subjects of customer- service-point-of-sale, speed of delivery and follow-up, but emphasis is also placed on more strategic aspects, where the reader is taken logically through every stage in the process of developing, implementing and measuring the benefits of a programme. The ethos of total quality management and staff motivation as a way of ensuring results is more

Product details

  • Book | 224 pages
  • 154.4 x 234.7 x 17mm | 393.14g
  • Kogan Page Ltd
  • London, United Kingdom
  • 0749420758
  • 9780749420758

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