Caring for the Customer
Managing Activities
3rd Edition
Published on 25. June 1997
Book
Paperback/Softback
100 pages
978-0-7506-3298-0 (ISBN)
Description
This workbook will enable managers to:
? explain the meaning and significance of customer care;
? identify their internal and external customers;
? identify their customers' expectations and any areas in which they are failing to meet them;
? provide an effective lead for their team in raising the standard of customer care;
? ensure that they and theirr team members perform to a high standard in customer-contact situations.
? explain the meaning and significance of customer care;
? identify their internal and external customers;
? identify their customers' expectations and any areas in which they are failing to meet them;
? provide an effective lead for their team in raising the standard of customer care;
? ensure that they and theirr team members perform to a high standard in customer-contact situations.
More details
Edition
3rd New edition
Language
English
Place of publication
Oxford
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
College/higher education
First line managers or aspiring managers studying for the NEBS Management Certificate Award or Introductory Award at Certificate level.
S/NVQ Level 3 in Management candidates and Level 4 candidates who require basic background information.
Managers with training needs in particular skills.
S/NVQ Level 3 in Management candidates and Level 4 candidates who require basic background information.
Managers with training needs in particular skills.
Edition type
New edition
Dimensions
Height: 279 mm
Width: 210 mm
ISBN-13
978-0-7506-3298-0 (9780750632980)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Jane Edmonds | Howard Senter
Caring for the Customer
Book
10/2002
4th Edition
Pergamon
€25.99
Article is exhausted; no reprint
Content
SESSION A: ABOUT CUSTOMERS; Introduction; What is a customer?; Non-commercial organizations and their customers; Some other external customers; Internal customers; Summary; SESSION B: WHAT IS CUSTOMER CARE; Introduction; Customers old and new; The three pillars of customer satisfaction; What do your cusotmers expect? Summary; SESSION C: DIRECT CUSTOMER CAONTACT; Introduction; Whose customers are they? A quality personal service; Telephone contacts; Summary;