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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 more

Product details

  • Book | 224 pages
  • Kogan Page Ltd
  • London, United Kingdom
  • 0749432365
  • 9780749432362

Table of contents

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 more

Rating details

13 ratings
4.38 out of 5 stars
5 46% (6)
4 46% (6)
3 8% (1)
2 0% (0)
1 0% (0)
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