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Once a customer always a customer : how to deliver customer service that creates customers for life / Chris Daffy.

By: Material type: TextTextPublication details: Dublin : Oak Tree, [2001]Edition: Rev. 3rd edDescription: xiii, 292 p. : ill. ; 25 cm. ; pbkISBN:
  • 186076164X
  • 9781860761645:
Subject(s): DDC classification:
  • 658.812
Partial contents:
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
Summary: 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.
Holdings
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

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