000			01709 am a2200301 a 4500
001			ocm0566028603
008			900803s1990 enka r 001 eng
010			_a90045784
020			_a0566028603
029			_aT9853
040			_dOCoLC
082	0	4	_a658.812
100	1		_aWalker, Denis. _920371
245	1	0	_aCustomer first : _ba strategy for quality service / _cDenis Walker.
260			_aAldershot, Hants, England. _aBrookfield, Vt. : _bGower, _cc1990.
300			_axii, 154 p. : _bill. ; _c26 cm.
500			_aIncludes index.
505	0		_aPart 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.
650		0	_aCustomer services. _936032
650		0	_aQuality assurance _941687
650		0	_aConsumer satisfaction. _935795
907			_a.b10096061 _b170418 _c011116
942			_n0
969	0	0	_a14125
979	0	0	_aOB2 _b30 OCT 2001
989	0	0	_aOB2
998			_ac _b011115 _cm _da _e- _feng _genk _h0
999			_c6588 _d6588