Once a customer always a customer : how to deliver customer service that creates customers for life / Chris Daffy.
Material type: TextPublication details: Dublin : Oak Tree, [2001]Edition: Rev. 3rd edDescription: xiii, 292 p. : ill. ; 25 cm. ; pbkISBN:- 186076164X
- 9781860761645:
- 658.812
Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
---|---|---|---|---|---|---|
General Lending | Carlow Campus Library General Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 54015 | |
General Lending | Wexford Campus Library Wexford General Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 43851 |
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.
Previous ed.: 1999.
10.00