Customer care / Sarah Cook.
By: Cook, Sarah
.
Material type: 
BookPublisher: London : Kogan Page, 1992Description: 223 p ; 24 cm + pbk.ISBN: 074940535X.Subject(s): Customer relations | Customer services | Total quality managementDDC classification: 338.4791 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 338.4791 (Browse shelf(Opens below)) | 1 | Available | 00016595 |
Enhanced descriptions from Syndetics:
As competitiveness increases, many organizations have realized that they cannot compete on price alone and have developed strategies for providing superior customer service to gain a competitive edge. And surveys show that such service-driven companies can charge more for their products and services, grow twice as fast as their competitors and gain a greater market share.
Includes bibliographical references (pages 206-210) and index.
An introduction to service quality -- Management commitment -- Total quality management -- Listening to customers -- Establishing a programme -- Engendering ownership -- The internal customer -- Training in customer service -- Communications -- Recognizing and rewarding good service -- Sustaining a customer focus.