Making Customers Count : Guide to Excellence in Customer Care

Clutterbuck, David, Kernaghan, Sue

ISBN 10: 1852521090 / ISBN 13: 9781852521097

Edité par Management Books 2000 Ltd, 1996

Ships from the UK. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. N° de réf. du vendeur 38556311-20

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 bibliographiques

Titre : Making Customers Count : Guide to Excellence...
Éditeur : Management Books 2000 Ltd
Date d'édition : 1996
Reliure : Couverture souple
Etat : Good