Customer Care
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 |
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