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, 1992. Paperback. Condizione libro: Used; Good. Ships from the UK within 24 hours. Previous owners Annotations/Inscriptions. Codice libro della libreria BBI1966698
Descrizione libro Codice libro della libreria mon0001066997
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
Descrizione libro Kogan Page Ltd, 30.04.1992., 1992. Condizione libro: Gut. 288 Seiten nice book ex Library Sprache: Englisch Gewicht in Gramm: 338 23,6 x 15,5 x 3,0 cm, Taschenbuch. Codice libro della libreria 338658