Auditing your customer service: the foundation for success
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London u.a.
Routledge
1994
|
| Ausgabe: | 1. publ. |
| Schriftenreihe: | Marketing for managers
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XII, 132 S. graph. Darst. |
| ISBN: | 0415097320 |
Internformat
MARC
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| 245 | 1 | 0 | |a Auditing your customer service |b the foundation for success |c John Leppard and Liz Molyneux |
| 250 | |a 1. publ. | ||
| 264 | 1 | |a London u.a. |b Routledge |c 1994 | |
| 300 | |a XII, 132 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
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| 650 | 7 | |a Audit gestion |2 ram | |
| 650 | 7 | |a Auditing |2 gtt | |
| 650 | 7 | |a Klantgerichtheid |2 gtt | |
| 650 | 7 | |a Relations clients-fournisseurs |2 ram | |
| 650 | 7 | |a Satisfaction du consommateur |2 ram | |
| 650 | 4 | |a Auditing | |
| 650 | 4 | |a Customer services |x Management | |
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| 700 | 1 | |a Molyneux, Liz |e Verfasser |4 aut | |
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Datensatz im Suchindex
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|---|---|
| adam_text | List of figures and tables vii
Foreword ix
Preface xi
1 What is customer service and why is it important? 1
2 Identifying your customers and their needs in order to
get the basic product or service right 19
3 Benchmarking the feel good factor 41
4 Quality can t be left to chance 56
5 Tuning up the organisation 77
Appendix 1 Cards for Exercise 2.3 121
Appendix 2 Further reading 130
Appendix 3 Useful addresses associated with TQM 132
V
FIGURES
1.1 The nature of the marketing mix 2
1.2 The tangible/intangible package spectrum 4
1.3 Marketing mix for men s toiletries 6
1.4 Marketing mix for plastic mouldings 6
1.5 The customer loyalty chain 9
1.6 The conversion pyramid 10
1.7 Modes of customer service 11
2.1 Example of segmentation by products 20
2.2 Example of segmentation on the basis of who buys 21
2.3 Example of customer segmentation by personal motives 22
3.1 The benchmarking staircase 43
3.2 Components of customer service that contribute to the
feel good factor 47
3.3 Examples of sources of benchmarking information 48
3.4 Example of a customer service benchmarking profile 50
3.5 Example of how the why why? diagram can be
developed to identify the functional roots of
the problem 51
4.1 The TQM approach in outline 59
4.2 An example of part of a quality manual 61
4.3 The quality cost equation 62
4.4 The improvement area matrix 63
4.5 The complaints iceberg 65
4.6 An example of an hotel type of questionnaire 67
5.1 The customer serviceometer 78
5.2 The force field 79
vii
5.3 The force field with scoring 80
5.4 Types of organisational change 83
5.5 Organisation model 84
5.6 Level of analysis and action 86
5.7 The value added chain for cars 91
5.8 The in company value added chain 92
5.9a Normal representation of personality 96
5.9b Parent dominated personality 96
5.9c Adult contaminated by child 96
5.10 An adult adult transaction 97
5.11 Examples of crossed transactions 97
5.12 An example of SWOT analysis for a local tyre and
exhaust fitting service 100
5.13 The how how diagram 101
TABLES
1.1 Some of the subactivities under the four Ps umbrella 3
1.2 Profit increase vs customer retention 8
2.1 Information gathering techniques their strengths
and drawbacks 27
2.2 Features comparison 29
2.3 Benefit comparison 30
4.1 Population and sample size 68
|
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| id | DE-604.BV009927652 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:43:21Z |
| institution | BVB |
| isbn | 0415097320 |
| language | English |
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| physical | XII, 132 S. graph. Darst. |
| publishDate | 1994 |
| publishDateSearch | 1994 |
| publishDateSort | 1994 |
| publisher | Routledge |
| record_format | marc |
| series2 | Marketing for managers |
| spelling | Leppard, John W. Verfasser aut Auditing your customer service the foundation for success John Leppard and Liz Molyneux 1. publ. London u.a. Routledge 1994 XII, 132 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Marketing for managers Audit gestion ram Auditing gtt Klantgerichtheid gtt Relations clients-fournisseurs ram Satisfaction du consommateur ram Auditing Customer services Management Kundendienst (DE-588)4135134-4 gnd rswk-swf Revision (DE-588)4049673-9 gnd rswk-swf Kundendienst (DE-588)4135134-4 s Revision (DE-588)4049673-9 s DE-604 Molyneux, Liz Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006575991&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Leppard, John W. Molyneux, Liz Auditing your customer service the foundation for success Audit gestion ram Auditing gtt Klantgerichtheid gtt Relations clients-fournisseurs ram Satisfaction du consommateur ram Auditing Customer services Management Kundendienst (DE-588)4135134-4 gnd Revision (DE-588)4049673-9 gnd |
| subject_GND | (DE-588)4135134-4 (DE-588)4049673-9 |
| title | Auditing your customer service the foundation for success |
| title_auth | Auditing your customer service the foundation for success |
| title_exact_search | Auditing your customer service the foundation for success |
| title_full | Auditing your customer service the foundation for success John Leppard and Liz Molyneux |
| title_fullStr | Auditing your customer service the foundation for success John Leppard and Liz Molyneux |
| title_full_unstemmed | Auditing your customer service the foundation for success John Leppard and Liz Molyneux |
| title_short | Auditing your customer service |
| title_sort | auditing your customer service the foundation for success |
| title_sub | the foundation for success |
| topic | Audit gestion ram Auditing gtt Klantgerichtheid gtt Relations clients-fournisseurs ram Satisfaction du consommateur ram Auditing Customer services Management Kundendienst (DE-588)4135134-4 gnd Revision (DE-588)4049673-9 gnd |
| topic_facet | Audit gestion Auditing Klantgerichtheid Relations clients-fournisseurs Satisfaction du consommateur Customer services Management Kundendienst Revision |
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