Once a customer, always a customer : how to deliver customer service that creates customers for life / Chris Daffy.
By: Duffy, Chris.
Material type: BookPublisher: Dublin : Oak Tree Press, 1999Edition: 2nd ed.Description: xv, 309 p. : ill. ; 24 cm. + pbk.ISBN: 1860761135 .Subject(s): Customer relationsDDC classification: 658.812Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
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General Lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 00075902 |
Bibliography: (pages 299-300) 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 -- Conclusion: Just do it! -- Epilogue: Let's talk.