Once a customer, always a customer : how to deliver customer service that creates customers for life / Chris Daffy.
By: Daffy, Chris
.
Material type: 
BookPublisher: Dublin : Oak Tree Press, 1996Description: xv, 246 p. : ill. ; 24 cm. + pbk.ISBN: 1860760341.Subject(s): Customer services | Service industries -- Marketing | Consumer satisfactionDDC classification: 658.812 | 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 | 00015196 |
Enhanced descriptions from Syndetics:
Using simple language, real-life examples and humorous anecdotes, as well as dozens of graphics and check lists, the author explains how easy it can be to deliver exceptional customer service. He aims to show how to use service to differentiate your business from those of your competitors.
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!