Daffy, Chris. <br/><br/>
Once a customer, always a customer :  how to deliver customer service that creates customers for life / 
Chris Daffy. 
 - 3rd ed. 
 - Dublin :  Oak Tree Press,  2001. 
 - xiii, 292 p. ;  24 cm. +  pbk. 
<br/><br/>Bibliography: (pages 281-282) and index. 
<br/><br/>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! 
<br/><br/><label>ISBN: </label>186076164X 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Service industries--Marketing.<br/>Consumer satisfaction.<br/>Customer relations
<br/><br/><label>Dewey Class. No.: </label>658.812