000			01980nam a2200349 a 4500
008			020110s2001 ie 001 0 eng
020			_a186076164X
020			_a9781860761645: _c£16.95
072		7	_aKJSU _2thema
072		7	_aK _2thema
082			_a658.812
100	1		_aDaffy, Chris. _927756
245	1	0	_aOnce a customer always a customer : _bhow to deliver customer service that creates customers for life / _cChris Daffy.
250			_aRev. 3rd ed.
260			_aDublin : _bOak Tree, _c[2001]
300			_axiii, 292 p. : _bill. ; _c25 cm. ; _epbk.
504			_aIncludes bibliographical references and index.
505	2		_aIntroduction: 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
520			_aIn 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.
534			_aPrevious ed.: 1999.
590			_a10.00
650		0	_aCustomer relations _vHandbooks, manuals, etc _972662
650		0	_aCustomer relations. _92748
650		7	_aBusiness and Management. _2ukslc _931536
650		7	_aCustomer services _2thema _92749
650		7	_aEconomics, finance, business & management _2thema _933395
902			_a170301
903			_aMARS
907			_a.b10208720 _bmulti _c-
942			_n0
998			_b3 _c040423 _dm _ea _f- _g0
999			_c19260 _d19260