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) |
|