Quality: Sustaining Customer Service ("Sunday Times" Business Skills S.)

by Lynda King Taylor (Author)

• Used

  Paperback
  1993

  $3.24

  A follow-on from Quality: Total Customer Service , this book shows in greater detail how companies can, and must, implement customer service programmes, how to delight the customer and continually improve their service. Further examination of the ten companies covered in the first book and how they achieved their targets will be accompanied by case studies from other firms such as P & O Ferries, BR Intercity, Rumbelows and examples from the financial sector such as banks and insurance companies. Lynda King Taylor has also written Not For Bread Alone .

• Used

  Paperback
  1993

  $3.24

  This book provides case studies to show what is meant by customer service: the value of satisfied customers, how to identify, meet and exceed customers' needs and expectations, and how to keep customer services under constant review and improvement. Case study examples include the Metropolitan Police and the East Sussex Health Authority. The author's previous book is Not for Bread Alone .

• Used

  Hardcover
  1993

  $14.17