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Book Cover
Book
Author Leppard, John.

Title Auditing your customer service : the foundation for success / John Leppard and Liz Molyneux
Published London ; New York : Routledge, 1994

Copies

Location Call no. Vol. Availability
 MELB  658.812 Lep/Ayc  AVAILABLE
Description xii, 132 pages : illustrations ; 21 cm
Series Marketing for managers
Marketing for managers.
Contents 1. What is customer service and why is it important? -- 2. Identifying your customers and their needs in order to get the basic product or service right -- 3. Benchmarking the feel good factor -- 4. Quality can't be left to chance -- 5. Tuning up the organisation
Summary By asking the questions 'What is customer service?' and 'Why is it important?', this book leads the reader through the strategies, techniques, problems and solutions that are involved in achieving good customer service. The topics covered include benchmarking, quality control, customer segmentation, data collection, removing organisational blockages, training and motivating staff, and servicing. With frameworks to test your position now, the book shows you how to implement and sustain new strategies
Notes Simultaneously published in the USA and Canada
Bibliography Includes bibliographical references (pages 130-[131]) and index
Subject Auditing.
Customer services -- Management.
Author Molyneux, Liz, 1954-
LC no. 93041814
ISBN 0415097320 (paperback)