The Finishing Touch: How to Build World-Class Customer Service by Tony Cram

By: Cram, TonyMaterial type: TextTextPublication details: USA Pearson Education 2010Description: 222pISBN: 9780273713012Subject(s): Customer ServiceDDC classification: 658.812
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Item type Current library Collection Call number Status Date due Barcode Item holds
Book Book Institute of Management
General 658.812 CRA (Browse shelf(Opens below)) Available M0027580
Total holds: 0

1. More service, less satisfaction – the service context 2. Crafting the service value proposition – internal foundations Part 2 Acts Act 1. Managing expectations – preconceptions Act 2. Starting well – first impressions Act 3. Moving to positive – building trust Act 4. Queues and bad news – reality check Act 5. Making customers feel important – something individual Act 6. I can fix that – service recovery Act 7. Staying ahead – service innovation Act 8. Leaving your customers wanting more – the finishing touch Part 3 Epilogue Finale Further reading Index

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