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

By:

Cram, Tony

Material type: Text

TextPublication details: USA Pearson Education 2010Description: 222pISBN:

9780273713012

Subject(s):

Customer Service

DDC classification:

658.812 CRA

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Holdings
Item type	Current library	Item location	Collection	Call number	Status	Date due	Barcode	Item holds
Book	NIMA Knowledge Centre	6th Floor Reading Zone	General	658.812 CRA (Browse shelf(Opens below))	Available		M0027580

Total holds: 0

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Previous	658.812 COO Customer Care: How to Create an Effective Customer Focus	658.812 COO The Quest for Loyalty: Creating Value Through Partnership	658.812 CRA Customers that Count: How to Build Living Relationships with Your Most Valuable Customers	658.812 CRA The Finishing Touch: How to Build World-Class Customer Service	658.812 CRM CRM Implementation: A Strategic Approach	658.812 CRM CRM in Financial Services	658.812 CRM CRM in Insurance: An Introduction	Next

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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