Gower handbook of customer service / edited by Peter Murley.
Contributor(s): Murley, Peter.
Material type: BookPublisher: Brookfield, Vt. : Gower, 1996Description: xxxiv, 611 p. ; 24 cm. + hbk.ISBN: 0566076888.Subject(s): Customer services -- ManagementDDC 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 | 00070188 |
Enhanced descriptions from Syndetics:
Using case studies from a variety of businesses, this handbook examines the entire range of customer service activities, from policy formation to telephone technique.
Includes bibliographical references and index.
Part I: Customer service in context -- Part II: Measuring, modelling, planning -- Part III: Marketing customer service -- Part IV: The cultural dimension -- Part V: The human ingredient -- Part VI: Making the most of technology.
Table of contents provided by Syndetics
- Foreword by Kevin Newman, Chief Executive, First Direct
- Part I Customer Service in Context
- Evaluating the profitability of customer service
- Delivering service internationally
- Delivering competitive advantage
- Business process re-engineering
- The role of benchmarking
- A framework for delivering service
- The role of logistics
- 'Due diligence'
- Part II Measuring, Modelling, Planning
- Using customer surveys
- Standards, measures and performance indicators
- Focus groups
- Mystery shopping
- Activity based costing
- Delivering customer service through projects
- Part III Marketing Customer Service
- Customer service as a product
- Lifetime values and database marketing
- Using the customer database
- Direct marketing
- Telemarketing
- Encouraging customer feedback
- Public sector service standards
- Part IV The Cultural Dimension
- Culture - the prime differentiator
- New strategies for customer service
- Roles not jobs
- Quality as a mind-set
- Using control groups
- Internal service for internal customers
- Learning from successful companies
- Part V The Human Ingredient
- Selection NOT recruitment
- Incentivising success
- The training journey
- Accreditation
- Empowerment
- Teamwork - the FedEx experience
- Part VI Making the Most of Technology
- The Call Centre concept
- Harnessing technology
- Toll-free and local charge rates
- Meeting the fulfilment challenge
- Forecasting volumes in a Call Centre
- Using telephone techniques
- Index