Publisher's Synopsis
In a world dominated by look-alike products at similar prices, superior customer service may be the only available route to competitive advantage. This Gower Handbook brings together no fewer than 32 professionals in the field, each one a recognized expert on his or her subject. Using examples and case studies from a variety of businesses, they examine the entire range of customer service activities, from policy formulation to telephone technique. - - The material is presented in six parts: - - ò Customer Service in Context - ò Measuring, Modelling, Planning - ò Marketing Customer Service - ò The Cultural Dimension - ò The Human Ingredient - ò Making the Most of Technology - - For anyone concerned with customer satisfaction, whether in the private or the public sector, the Handbook is an unrivalled source of information, ideas and practical guidance.
