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

Clutterbuck, David; Kernaghan, Sue

Couverture souple

ISBN 10 : 1852521090 ISBN 13 : 9781852521097

Editeur : Management Books 2000 Ltd, 1993

Synopsis

"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.

Détails de l'édition

• Éditeur: Management Books 2000 Ltd
• Date d'édition: 1993
• ISBN 10: 1852521090
• ISBN 13: 9781852521097
• Reliure: Broché
• Langue: anglais
• Nombre de pages: 159
• Coordonnées du fabricant: non disponible