Making Customers Count: A Guide to Excellence in Customer Care - Brossura

Clutterbuck, David; Kernaghan, Sue

Brossura

ISBN 10: 1852521090 ISBN 13: 9781852521097

Casa editrice: Management Books 2000 Ltd, 1993

Riassunto

"Making Customers Count" started as a collection of case studies of companies which had introduced programmes of customer care. But what began as an attempt to identify best practice rapidly became an intensive study of why the majority of customer care schemes go wrong and most importantly, how to ensure that schemes do succeed. This book is a reference for companies seeking to develop or maintain an effective customer care programme. It provides a framework for building customer responsiveness into the day-to-day routines of business, while drawing on the experience - both positive and negative - of a wide range of companies, including: Anglian Windows, Avis UK, Booker Food Services, British Airways, British Gas, Elanco Qualicaps, Four Square, Kwik-Fit Holdings, Marks & Spencer, Mecca Leisure, Mercury Communications, Rank Xerox, Royal Bank of Scotalnd, Woolwich Building Society, and Woolworths.

Dettagli dell'edizione

• Editore: Management Books 2000 Ltd
• Data di pubblicazione: 1993
• Lingua: Inglese
• ISBN 10: 1852521090
• ISBN 13: 9781852521097
• Rilegatura: Copertina flessibile
• Numero di pagine: 159
• Contatto del produttore: non disponibile
• Persona responsabile: non disponibile