Creating a customer focused company: 25 proven customer service strategies
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London
Financial Times, Pitman
1994
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | VI, 220 S. |
| ISBN: | 0273607111 |
Internformat
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Datensatz im Suchindex
| _version_ | 1804137897812557824 |
|---|---|
| adam_text | CONTENTS
Introduction vii
1 OVERVIEW i
2 LEADING FROM THE TOP u
3 BUILDING CUSTOMER TEAMS 24
4 CUSTOMER RESEARCH 42
5 FOCUSING STAFF ON YOUR CUSTOMERS 53
6 SETTING CUSTOMER FOCUS STANDARDS 59
7 IMPROVING CONVENIENCE FOR
CUSTOMERS 66
8 TALKING DIRECT TO CUSTOMERS 72
9 ALIGNING SERVICES TO CUSTOMER
NEEDS 78
10 SIMPLIFYING CUSTOMERS BUSINESS
PROCESSES 86
11 CUSTOMER CONTACT STRATEGIES 93
12 COURTESY SERVICES 102
13 CARING FOR CUSTOMERS DURING AN
INCIDENT 109
14 USING TECHNOLOGY TO IMPROVE
CUSTOMER SERVICE 115
15 USING COMMUNICATIONS TO ENHANCE
A SERVICE 125
16 CUSTOMER CLUBS 130
vi Contents
17 HELPING CUSTOMERS IMPROVE THEIR
BUSINESS PERFORMANCE 137
18 HELPING YOUR CUSTOMERS MAKE
BUSINESS DECISIONS 144
19 MAKING IT EASIER FOR CUSTOMERS
TO BUY 151
20 REWARDING LOYAL CUSTOMERS 156
21 TOWARDS PARTNERSHIP 162
22 LIFE CYCLE SERVICES 175
23 OFFERING CUSTOMERS YOUR SKILLS 180
24 CONSISTENT SERVICE NATIONWIDE 191
25 RECOGNISING CUSTOMER
SATISFACTION 205
26 MEASURING SERVICE WITH QUALITY
STANDARDS 213
27 SUMMARY 218
Index 219
|
| adam_txt |
CONTENTS
Introduction vii
1 OVERVIEW i
2 LEADING FROM THE TOP u
3 BUILDING CUSTOMER TEAMS 24
4 CUSTOMER RESEARCH 42
5 FOCUSING STAFF ON YOUR CUSTOMERS 53
6 SETTING CUSTOMER FOCUS STANDARDS 59
7 IMPROVING CONVENIENCE FOR
CUSTOMERS 66
8 TALKING DIRECT TO CUSTOMERS 72
9 ALIGNING SERVICES TO CUSTOMER
NEEDS 78
10 SIMPLIFYING CUSTOMERS' BUSINESS
PROCESSES 86
11 CUSTOMER CONTACT STRATEGIES 93
12 COURTESY SERVICES 102
13 CARING FOR CUSTOMERS DURING AN
INCIDENT 109
14 USING TECHNOLOGY TO IMPROVE
CUSTOMER SERVICE 115
15 USING COMMUNICATIONS TO ENHANCE
A SERVICE 125
16 CUSTOMER CLUBS 130
vi Contents
17 HELPING CUSTOMERS IMPROVE THEIR
BUSINESS PERFORMANCE 137
18 HELPING YOUR CUSTOMERS MAKE
BUSINESS DECISIONS 144
19 MAKING IT EASIER FOR CUSTOMERS
TO BUY 151
20 REWARDING LOYAL CUSTOMERS 156
21 TOWARDS PARTNERSHIP 162
22 LIFE CYCLE SERVICES 175
23 OFFERING CUSTOMERS YOUR SKILLS 180
24 CONSISTENT SERVICE NATIONWIDE 191
25 RECOGNISING CUSTOMER
SATISFACTION 205
26 MEASURING SERVICE WITH QUALITY
STANDARDS 213
27 SUMMARY 218
Index 219 |
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| spelling | Linton, Ian Verfasser aut Creating a customer focused company 25 proven customer service strategies Ian Linton 1. publ. London Financial Times, Pitman 1994 VI, 220 S. txt rdacontent n rdamedia nc rdacarrier Klantenservice gtt Klantgerichtheid gtt Consumer satisfaction Customer services Kundenorientierung (DE-588)4316837-1 gnd rswk-swf (DE-588)4048476-2 Ratgeber gnd-content Kundenorientierung (DE-588)4316837-1 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016656758&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Linton, Ian Creating a customer focused company 25 proven customer service strategies Klantenservice gtt Klantgerichtheid gtt Consumer satisfaction Customer services Kundenorientierung (DE-588)4316837-1 gnd |
| subject_GND | (DE-588)4316837-1 (DE-588)4048476-2 |
| title | Creating a customer focused company 25 proven customer service strategies |
| title_auth | Creating a customer focused company 25 proven customer service strategies |
| title_exact_search | Creating a customer focused company 25 proven customer service strategies |
| title_exact_search_txtP | Creating a customer focused company 25 proven customer service strategies |
| title_full | Creating a customer focused company 25 proven customer service strategies Ian Linton |
| title_fullStr | Creating a customer focused company 25 proven customer service strategies Ian Linton |
| title_full_unstemmed | Creating a customer focused company 25 proven customer service strategies Ian Linton |
| title_short | Creating a customer focused company |
| title_sort | creating a customer focused company 25 proven customer service strategies |
| title_sub | 25 proven customer service strategies |
| topic | Klantenservice gtt Klantgerichtheid gtt Consumer satisfaction Customer services Kundenorientierung (DE-588)4316837-1 gnd |
| topic_facet | Klantenservice Klantgerichtheid Consumer satisfaction Customer services Kundenorientierung Ratgeber |
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