MTU Cork Library Catalogue

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Customer first : a strategy for quality service / Denis Walker.

By: Walker, Denis.
Material type: materialTypeLabelBookPublisher: Aldershot, Hants, England. Brookfield, Vt. : Gower, c1990Description: xii, 154 p. : ill. ; 26 cm.ISBN: 0566028603.Subject(s): Customer services | Quality assurance | Consumer satisfactionDDC classification: 658.812
Contents:
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.
Holdings
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 00030402
Total holds: 0

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.

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