12 Steps to Success Through Service
Published on 29. July 1991
Book
Hardback
176 pages
978-1-85251-084-8 (ISBN)
Description
Using material from their training courses, the authors present a comprehensive guide to customer relations which is aimed at companies of all sizes. The authors train personnel for many large companies, including "Abbey National", "Allied Dunbar", "Lloyds Bank" and "Kwik-Fit".
More details
Language
English
Place of publication
Cirencester
United Kingdom
Publishing group
Management Books 2000 Ltd
Target group
Professional and scholarly
Illustrations
11 line drawings
Dimensions
Height: 246 mm
Width: 189 mm
ISBN-13
978-1-85251-084-8 (9781852510848)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Content
Introduction - back to basics; decide on your core business; know your customers - and your competitors!; create your vision; define your moments of truth; give good service to one another; create the customer's experience; profit from complaints; stay close to your customer; design and implement the service programme; set service standards; recognize and reward service excellence; develop the service programme; postscript - towards a service society.