Once a customer, always a customer : how to deliver customer service that creates customers for life / Chris Daffy.
By: Daffy, Chris
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Material type: 
BookPublisher: Dublin : Oak Tree Press, 2001Edition: 3rd ed.Description: xiii, 292 p. ; 24 cm. + pbk.ISBN: 186076164X.Subject(s): Customer services | Service industries -- Marketing | Consumer satisfaction | Customer relationsDDC 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 | 00090136 |
Enhanced descriptions from Syndetics:
This third edition of a best-seller will make you view your organisation and customers in a new light. It shows beyond doubt that exceptional customer service can help any company to beat its competitors. In this revised edition - which includes a new chapter on e-service - Chris Daffy provides practical advice and real-world examples from Europe, the US and elsewhere on service strategies and techniques that will make you "famous for service"
Bibliography: (pages 281-282) and index.
Introduction: Back to the future -- The need for customer obsession -- Customers are the business -- Lifetime customer value and loyalty -- 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 -- e-Service.com -- Conclusion: Just do it!