Meeting Customer Needs (CMI Open Learning Programme)

Smith, Ian

ISBN 10: 0750633913 / ISBN 13: 9780750633918

Editore: A Butterworth-Heinemann Title, 1997

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Dispatched, from the UK, within 48 hours of ordering. Though second-hand, the book is still in very good shape. Minimal signs of usage may include very minor creasing on the cover or on the spine. Ex-library book with stamps on the first page, it is also likely to have a small shelf number sticker on the spine. Codice articolo CHL10357567

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Titolo: Meeting Customer Needs (CMI Open Learning ...

Casa editrice: A Butterworth-Heinemann Title

Data di pubblicazione: 1997

Legatura: Paperback

Condizione: Used; Very Good

Edizione: seconda edizione

Descrizione articolo

Riassunto:

Meeting Customer Needs is ideal for managers seeking to establish or improve customer service and customer focus standards. This second edition provides all the information managers need to put effective customer service programmes into action.This book shows how internal communications, teamwork and teambuilding play a vital role in meeting customer needs. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. Real examples and case studies are used throughout to illustrate points in a practical context.The book is based on the Management Charter Initiative's Occupational Standards for Management NVQs and SVQs at level 4. It is particularly suitable for managers on the Certificate in Management, or Part 1 of the Diploma, especially those accredited by the IM and Edexcel (formerly BTEC).Meeting Customer Needs is part of the highly successful series of textbooks for managers which cover the knowledge and understanding required as part of any competency-based management programme. The books cover the three main levels of management: supervisory/first-line management (NVQ level 3), middle management (Certificate/NVQ level 4) and senior management (Diploma/NVQ level 5). Also included are titles which cover management issues in particular sectors, such as schools or the public sector, in more depth.

Contenuti:

Are you customer focused?; How do customers buy?; Researching customer requirements; Planning your activities; An effective working environment; The extended organization; Making it easy to do business; Product development; Adding value with services; Improving quality; Distribution and delivery; Customer communications; Customer relationships; Customer service skills; Enhancing customer service skills with technology; Dealing with customer service problems; Conclusion: how well do you meet customer needs?; Index.