Once a customer, always a customer : how to deliver customer service that creates customers for life /
Daffy, Chris.
Once a customer, always a customer : how to deliver customer service that creates customers for life / Chris Daffy. - Dublin : Oak Tree Press, 1996. - xv, 246 p. : ill. ; 24 cm. + pbk.
Bibliography: (pages 241-242) and index.
Introduction: Back to the future -- The need for customer obsession -- Customers are the business -- Lifetime customer values -- Predictable-and manageable-customer reactions to service -- Delighted customers -- Managing customer perceptions -- Getting customer feedback -- Employees are also customers -- Customer care strategies, systems and standards -- Customer care and leadership -- From success to failure: The danger of complacency -- Bottom-line benefits of customer care -- From words to action -- Finding the funding -- Conclusion: Just do it!
1860760341
Customer services.
Service industries--Marketing.
Consumer satisfaction.
658.812
Once a customer, always a customer : how to deliver customer service that creates customers for life / Chris Daffy. - Dublin : Oak Tree Press, 1996. - xv, 246 p. : ill. ; 24 cm. + pbk.
Bibliography: (pages 241-242) and index.
Introduction: Back to the future -- The need for customer obsession -- Customers are the business -- Lifetime customer values -- Predictable-and manageable-customer reactions to service -- Delighted customers -- Managing customer perceptions -- Getting customer feedback -- Employees are also customers -- Customer care strategies, systems and standards -- Customer care and leadership -- From success to failure: The danger of complacency -- Bottom-line benefits of customer care -- From words to action -- Finding the funding -- Conclusion: Just do it!
1860760341
Customer services.
Service industries--Marketing.
Consumer satisfaction.
658.812