Customer first : a strategy for quality service / Denis Walker.
By: Walker, Denis.
Material type: BookPublisher: Aldershot, Hants, England. Brookfield, Vt. : Gower, c1990Description: xii, 154 p. : ill. ; 26 cm.ISBN: 0566028603.Subject(s): Customer services | Quality assurance | Consumer satisfactionDDC classification: 658.812Item 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 | 00030402 |
Includes index.
Part I: The customer first concept -- Introduction to Part I -- What is service? -- Service strategy -- Knowing your customers -- Knowing your competitors -- Developing a vision -- Organizing for service -- Auditing material service -- Auditing personal service -- What went wrong? -- Summary of Part I -- Part II: Planning and running a service programme -- Introduction to Part II -- The importance of ownership -- Where are we now? -- Visions and values -- Launching a service programme -- Keeping up the momentum -- Managing a service business -- Marketing customer service -- Handling customer complaints -- Summary of Part II -- Part III: The british airways story -- Introduction to Part III -- The background -- The customer first campaign -- The second phase -- Holding the gains -- Summary of Part III -- Conclusion: Pitfalls and payoffs.