by SarahCook (Author)
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 emphasized.
Format: Paperback
Pages: 224
Edition: 2Rev Ed
Publisher: Kogan Page Ltd
Published: 21 Mar 1997
ISBN 10: 0749420758
ISBN 13: 9780749420758