Customer Care

Customer Care

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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.According to a paper given by John Markham, Rover, at the MRS customer care seminar, customer care research at Rover ... In addition, an independent survey amongst a sample of after sales customers for each dealership was undertaken.


Title:Customer Care
Author: Sarah Cook
Publisher: - 1997
ISBN-13:

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