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Customer Care
Sarah Cook
其他書名
How to Improve Competitiveness, Staff Motivation and Profitability in Today's Service Driven Organization
出版Kogan Page, 1997
主題Business & Economics / Customer Relations
ISBN07494207589780749420758
URLhttp://books.google.com.hk/books?id=n_wJAQAAMAAJ&hl=&source=gbs_api
註釋In this fully updated, new edition, Sarah Cook draws on her considerable experience of working with an impressive list of global companies. Customers are now more demanding than ever -- organizations have to recognise that purchasing power has strengthened considerably, and has extended very much into after-sales service. This book offers a comprehensive action plan for developing a sophisticated and effective quality-driven customer care program. Emphasis is placed upon strategic aspects, while covering the basics such as customer service point-of-sale, speed of delivery, follow-up, and on the ethos of total quality management and staff motivation in ensuring success.