MTU Library Catalogue

Syndetics cover image
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Customer care / Sarah Cook.

By: Cook, Sarah, 1955-.
Material type: materialTypeLabelBookPublisher: London : Kogan Page, 1992Description: 223 p ; 24 cm + pbk.ISBN: 074940535X.Subject(s): Customer relations | Customer services | Total quality managementDDC classification: 338.4791
Contents:
An introduction to service quality -- Management commitment -- Total quality management -- Listening to customers -- Establishing a programme -- Engendering ownership -- The internal customer -- Training in customer service -- Communications -- Recognizing and rewarding good service -- Sustaining a customer focus.
Holdings
Item type Current library Call number Copy number Status Barcode
General lending MTU Bishopstown Library Lending 338.4791 (Browse shelf(Opens below)) 1 Available 00016595
Total holds: 0

Enhanced descriptions from Syndetics:

As competitiveness increases, many organizations have realized that they cannot compete on price alone and have developed strategies for providing superior customer service to gain a competitive edge. And surveys show that such service-driven companies can charge more for their products and services, grow twice as fast as their competitors and gain a greater market share.

Includes bibliographical references (pages 206-210) and index.

An introduction to service quality -- Management commitment -- Total quality management -- Listening to customers -- Establishing a programme -- Engendering ownership -- The internal customer -- Training in customer service -- Communications -- Recognizing and rewarding good service -- Sustaining a customer focus.