Once a customer always a customer : how to deliver customer service that creates customers for life /
Daffy, Chris.
Once a customer always a customer : how to deliver customer service that creates customers for life / Chris Daffy. - Rev. 3rd ed. - Dublin : Oak Tree, [2001] - xiii, 292 p. : ill. ; 25 cm. ; pbk.
Includes bibliographical references 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 -- E-Service.com -- Conclusion: Just Do It! --Epilogue: Let's Talk
In this revised third edition, which includes a new chapter on e-service. Chris Daffy provides practical advice and real-world examples from Europe, the US and elsewhere on service strategies and techniques that will make you famous for service.
186076164X 9781860761645: £16.95
Customer relations--Handbooks, manuals, etc
Customer relations.
Business and Management.
Customer services
Economics, finance, business & management
658.812
Once a customer always a customer : how to deliver customer service that creates customers for life / Chris Daffy. - Rev. 3rd ed. - Dublin : Oak Tree, [2001] - xiii, 292 p. : ill. ; 25 cm. ; pbk.
Includes bibliographical references 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 -- E-Service.com -- Conclusion: Just Do It! --Epilogue: Let's Talk
In this revised third edition, which includes a new chapter on e-service. Chris Daffy provides practical advice and real-world examples from Europe, the US and elsewhere on service strategies and techniques that will make you famous for service.
186076164X 9781860761645: £16.95
Customer relations--Handbooks, manuals, etc
Customer relations.
Business and Management.
Customer services
Economics, finance, business & management
658.812