Customer first : a strategy for quality service /
Walker, Denis.
Customer first : a strategy for quality service / Denis Walker. - Aldershot, Hants, England. Brookfield, Vt. : Gower, c1990. - xii, 154 p. : ill. ; 26 cm.
Includes index.
Part I: The customer first concept -- Introduction to Part I -- What is service? -- Service strategy -- Knowing your customers -- Knowing your competitors -- Developing a vision -- Organizing for service -- Auditing material service -- Auditing personal service -- What went wrong? -- Summary of Part I -- Part II: Planning and running a service programme -- Introduction to Part II -- The importance of ownership -- Where are we now? -- Visions and values -- Launching a service programme -- Keeping up the momentum -- Managing a service business -- Marketing customer service -- Handling customer complaints -- Summary of Part II -- Part III: The british airways story -- Introduction to Part III -- The background -- The customer first campaign -- The second phase -- Holding the gains -- Summary of Part III -- Conclusion: Pitfalls and payoffs.
0566028603
90045784
Customer services.
Quality assurance
Consumer satisfaction.
658.812
Customer first : a strategy for quality service / Denis Walker. - Aldershot, Hants, England. Brookfield, Vt. : Gower, c1990. - xii, 154 p. : ill. ; 26 cm.
Includes index.
Part I: The customer first concept -- Introduction to Part I -- What is service? -- Service strategy -- Knowing your customers -- Knowing your competitors -- Developing a vision -- Organizing for service -- Auditing material service -- Auditing personal service -- What went wrong? -- Summary of Part I -- Part II: Planning and running a service programme -- Introduction to Part II -- The importance of ownership -- Where are we now? -- Visions and values -- Launching a service programme -- Keeping up the momentum -- Managing a service business -- Marketing customer service -- Handling customer complaints -- Summary of Part II -- Part III: The british airways story -- Introduction to Part III -- The background -- The customer first campaign -- The second phase -- Holding the gains -- Summary of Part III -- Conclusion: Pitfalls and payoffs.
0566028603
90045784
Customer services.
Quality assurance
Consumer satisfaction.
658.812