As competitiveness increases, many organizations have realized that they cannot compete on price alone and have developed strategies for providing superior customer service to gain a competitive edge. And surveys show that such service-driven companies can charge more for their products and services, grow twice as fast as their competitors and gain a greater market share. Sarah Cook draws on her considerable experience of working with European companies to provide a comprehensive action plan for developing a sophisticated and effective quality-driven customer care programme. While covering the more routine matters of customer service - point-of-sale, speed of delivery, follow-up - the author gives great emphasis to the strategic aspects. The reader is taken logically through every stage in the process of developing, implementing and measuring the benefits of a programme. Great emphasis is given to the ethos of total quality management and staff motivation in ensuring results. Packed with practical guidelines and innovative ideas, this book offers an approach for anyone in business looking to gain a competitive edge.
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Descrizione libro Kogan Page Ltd. Condizione libro: Very Good. . Codice libro della libreria SB14E-00952
Descrizione libro Kogan Page Ltd, 1992. Paperback. Condizione libro: Good. . EX-LIBRARY. Usual signs of a well read book but good overall condition. May not look good on your bookcase after reading and probably not suitable as a present unless hard to find elsewhere SECURE DAILY POSTING FROM UK. 30 DAY GUARANTEE. Codice libro della libreria mon0002339239
Descrizione libro KOGAN PAGE, 1992. Paperback. Condizione libro: Good. Sent within 24 hours. Expedited UK delivery available. Previous owners Annotations/Inscriptions. Codice libro della libreria BBI1966698
Descrizione libro Paperback. Condizione libro: Very Good. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Codice libro della libreria GOR004560078
Descrizione libro Paperback. Condizione libro: Good. Some wear, pages may have reader's comments on text. Codice libro della libreria HBS-00211857-B
Descrizione libro Kogan Page Ltd. PAPERBACK. Condizione libro: Very Good. 074940535X. Codice libro della libreria CCC0026423