MTU Cork Library Catalogue

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Gower handbook of customer service / edited by Peter Murley.

Contributor(s): Murley, Peter.
Material type: materialTypeLabelBookPublisher: Brookfield, Vt. : Gower, 1996Description: xxxiv, 611 p. ; 24 cm. + hbk.ISBN: 0566076888.Subject(s): Customer services -- ManagementDDC classification: 658.812
Contents:
Part I: Customer service in context -- Part II: Measuring, modelling, planning -- Part III: Marketing customer service -- Part IV: The cultural dimension -- Part V: The human ingredient -- Part VI: Making the most of technology.
Holdings
Item type Current library Call number Copy number Status Date due Barcode Item holds
General Lending MTU Bishopstown Library Lending 658.812 (Browse shelf(Opens below)) 1 Available 00070188
Total holds: 0

Enhanced descriptions from Syndetics:

Using case studies from a variety of businesses, this handbook examines the entire range of customer service activities, from policy formation to telephone technique.

Includes bibliographical references and index.

Part I: Customer service in context -- Part II: Measuring, modelling, planning -- Part III: Marketing customer service -- Part IV: The cultural dimension -- Part V: The human ingredient -- Part VI: Making the most of technology.

Table of contents provided by Syndetics

  • Foreword by Kevin Newman, Chief Executive, First Direct
  • Part I Customer Service in Context
  • Evaluating the profitability of customer service
  • Delivering service internationally
  • Delivering competitive advantage
  • Business process re-engineering
  • The role of benchmarking
  • A framework for delivering service
  • The role of logistics
  • 'Due diligence'
  • Part II Measuring, Modelling, Planning
  • Using customer surveys
  • Standards, measures and performance indicators
  • Focus groups
  • Mystery shopping
  • Activity based costing
  • Delivering customer service through projects
  • Part III Marketing Customer Service
  • Customer service as a product
  • Lifetime values and database marketing
  • Using the customer database
  • Direct marketing
  • Telemarketing
  • Encouraging customer feedback
  • Public sector service standards
  • Part IV The Cultural Dimension
  • Culture - the prime differentiator
  • New strategies for customer service
  • Roles not jobs
  • Quality as a mind-set
  • Using control groups
  • Internal service for internal customers
  • Learning from successful companies
  • Part V The Human Ingredient
  • Selection NOT recruitment
  • Incentivising success
  • The training journey
  • Accreditation
  • Empowerment
  • Teamwork - the FedEx experience
  • Part VI Making the Most of Technology
  • The Call Centre concept
  • Harnessing technology
  • Toll-free and local charge rates
  • Meeting the fulfilment challenge
  • Forecasting volumes in a Call Centre
  • Using telephone techniques
  • Index

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