Customer Care
How to Improve Competitiveness, Staff Motivation and Profitability in Today's Service Driven Organization
In this fully updated, new edition, Sarah Cook draws on her considerable experience of working with an impressive list of global companies. Customers are now more demanding than ever -- organizations have to recognise that purchasing power has strengthened considerably, and has extended very much into after-sales service. This book offers a comprehensive action plan for developing a sophisticated and effective quality-driven customer care program. Emphasis is placed upon strategic aspects, while covering the basics such as customer service point-of-sale, speed of delivery, follow-up, and on the ethos of total quality management and staff motivation in ensuring success.
- ISBN 13 : 9780749420758
- ISBN 10 : 0749420758
- Judul : Customer Care
- Sub Judul : How to Improve Competitiveness, Staff Motivation and Profitability in Today's Service Driven Organization
- Pengarang : Sarah Cook,
- Kategori : Consumer satisfaction
- Bahasa : en
- Tahun : 1997
- Halaman : 222
- Halaman : 222
- Google Book : http://books.google.com/books?id=n_wJAQAAMAAJ&dq=intitle:customer&hl=&source=gbs_api
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Ketersediaan :
This book offers a comprehensive action plan for developing a sophisticated and effective quality-driven customer care program.
