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Strategic customer management: enhancing customer retention and service recovery

Author: Low, Patrick Publisher: Business Craft Consultancy, 2002.Language: EnglishDescription: 181 p. : Ill. ; 21 cm.ISBN: 9810419147Type of document: Book
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HF5415.5 .L69 2002
(Browse shelf)
Available 900096631
Total holds: 0


Strategic customer management Contents CHAPTER ONE:THEIMPORTANCE OF THE CUSTOMER Customers Are Everything In Business Service Excellence Is Your Competitive Edge The Rewards Of C.A.R.E. For Your Customers CHAPTER Two:W H A T IS SERVICE RECOVERY More Service Does Not Mean Better Service Quality What Is Service? The Importance Of Service And Satisfaction Points To Keep In Mind What Is Service Recovery Must I Be Responsible For It? Make It Right Advantages Of Having A Service Recovery Policy Moments Of Delight Some Service Recovery Policies Adopted By Various Organisations Proi ect Contents CHAPTER THREE: THESERVICE RECOVERY ACTION PLAN Effective Implementation Of Service Recovery Guidelines For Implementing An Effective Service Recovery Plan Implications For Managers In Service Recovery Service Recovery Is Not Managing Through Personal Control Service Recovery Is Planning For Managers How To Carry Out Service Recovery Audit Tools For Managers To Implement A Service Recovery Policy Methods Of Gathering Feedback Final Tips For Effective Gathering Feedback Implications For Staff In Service Recovery Tips For Training Frontline Staff CHAPTER FOUR:STAFF EMPOWER ME^ ANDSERVICE RECOVERY The Importance Of Staff Empowerment In Service Recovery Benefits Of Empowerment Forms Of Empowerment Empowerment Changes Employees Mindset A Knowledge-Based Economy- Managing Opportunities For Excellent Customer Service Action Plan Checklist Project Contents CHAPTER FIVE: SERVICE RECOVERY IN ACTION Complaints Are Golden Opportunities Why Is It Important To Handle Your Customer Complaints Well? What Opportunities Arise From Your Customer Complaints? The Steps Involved During A Service Breakdown Golden Rules For Handling Complaints Handling The Dissatisfied Customer Reasons Behind Customer Complaints Handling Price Complaints 4 Simple Steps In Handling Customers' Objections Ten Simple Rules For Handling Angry Customers The ~ o and o d Approach Project 1 Project 2 Project 3 , CHAPTER SIX: SUCCESSI ~ SERVICE W H RECOVERY Critical Success Factors In Customer Retention And Service Recovery What Service-Oriented Organisation Do Towards Customer Service Retention The Dos And Don'ts In Service Recovery Remember Success 137 138 142 145 Contents

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