Managing to keep the customer :how to achieve and maintain superior customer service throughout the organization. / Robert L. Desatnick.
Material type:
TextSeries: The Jossey-Bass management seriesPublisher: San Francisco : Jossey-Bass, 1987Edition: 1st edDescription: xvi, 163 p. ; 24 cmISBN: 1555420273 (alk. paper)Subject(s): Customer services | Customer relationsDDC classification: 658.8/12 LOC classification: HF5415.5.D47 | Item type | Current location | Home library | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
Books
|
WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY Reference | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | HF5415.5.D47 (Browse shelf) | Available | 6158/12 |
Browsing WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY shelves, Shelving location: Reference Close shelf browser
| No cover image available | No cover image available | No cover image available | ||||||
| HF5415.2.M3825 Marketing research essentials. / | HF5415.5.A11 Customer relationship management. / | HF5415.5.A12 Customer relationship management. / | HF5415.5.D47 Managing to keep the customer :how to achieve and maintain superior customer service throughout the organization. / | HF5415.5.G46 Measuring customer satisfaction. / | HF5415.5.G461 Measuring customer satisfaction. / | HF5415.5.G462 Measuring customer satisfaction. / |
Includes index.
Bibliography: p. 155-158.
Contents: Customer service: the real competitive edge -- Customer relations mirror employee relations: developing effective human resource practices -- Building the customer-oriented work force: recruiting,hiring and orienting employees -- Establishing and maintaining high standards for customer service -- Effective employee training: making a visible difference for the customer -- Appraising customer service performance: identifying problems and finding solutions -- Motivating and rewarding customer service excellence: the manager's role -- Measuring customer service results -- Long-term customer service excellence: maintaining the competitive edge -- Appendixes: Resources for strenghtening and measuring customer service performance: A: A Job description for a training director -- B: A Sample employee opinion survey -- C: An Exit interview questionnaire -- Examples of customer opinion surveys -- A Sample of an internal client survey -- F: Management climate and leadership effectiveness survey results -- G: Some general management skills suggestion.
There are no comments on this title.