Sinossi
Improving customer service is no longer a matter of choice - the future of an organization depends on it. That is the premise of Denis Walker's book. Drawing on his personal experience as a manager involved in the dramatic transformation of British Airways, he sets out a model for planning, implementing and maintaining a service improvement programme designed to create competitive advantage. The first part of the book introduces key concepts and offers a template for auditing the service "health" of any organization. The second part provides a framework for improvement, with examples from a range of business and public-sector activities. The third part tells the story of British Airways from 1983 to 1989 and explains how "putting the customer first" helped to turn a slow-moving bureaucracy into a competitive and customer-responsive organization. The book concludes by demonstrating the benefits of such a programme - for customers, for staff and managers and for all other stake-holders.
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Book by Walker Denis
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Customer First: A Strategy for Quality Service
Editore:
Gower Publishing Ltd, 1990
ISBN 10: 0566028603
ISBN 13: 9780566028601
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Rilegato
Da: BoundlessBookstore, Wallingford, Regno Unito
Valutazione del venditore 5 su 5 stelle
Condizione: Good. Good condition. Light wear to boards. Content is clean and bright. Good DJ with some edge wear and creasing. Codice articolo 9999-9994653323
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EUR 3,57
Spedizione EUR 8,06
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Quantità: 1 disponibili
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Customer First: Strategy for Quality Service
Editore:
Gower Publishing Ltd, 1990
ISBN 10: 0566028603
ISBN 13: 9780566028601
Antico o usato
Rilegato
Da: AwesomeBooks, Wallingford, Regno Unito
Valutazione del venditore 5 su 5 stelle
Hardcover. Condizione: Very Good. Customer First: Strategy for Quality Service This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. . Codice articolo 7719-9780566028601
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EUR 6,31
Spedizione EUR 5,76
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Quantità: 1 disponibili
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Customer First: Strategy for Quality Service
Da: Bahamut Media, Reading, Regno Unito
Valutazione del venditore 5 su 5 stelle
Hardcover. Condizione: Very Good. This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. Codice articolo 6545-9780566028601
Compra usato
EUR 7,65
Spedizione EUR 8,06
Spedito da Regno Unito a U.S.A.
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Quantità: 2 disponibili
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Customer First: A Strategy for Quality Service
Da: Anybook.com, Lincoln, Regno Unito
Valutazione del venditore 5 su 5 stelle
Condizione: Fair. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. Book contains pencil markings. In fair condition, suitable as a study copy. Dust jacket in fair condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,600grams, ISBN:9780566028601. Codice articolo 9567349
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EUR 3,17
Spedizione EUR 15,70
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Quantità: 1 disponibili