Making Customers Count: A Guide to Excellence in Customer Care

Clutterbuck, David and Kernaghan, Sue

ISBN 10: 1852521090 / ISBN 13: 9781852521097

Published by Management Books 2000 Ltd, 1993

About this Item

Dispatched, from the UK, within 48 hours of ordering. This book is in good condition but will show signs of previous ownership. Please expect some creasing to the spine and/or minor damage to the cover. Ex-library book with stamps on the first page, it is also likely to have a small shelf number sticker on the spine.

Seller Inventory # CHL10616423

Bibliographic Details

• Title: Making Customers Count: A Guide to Excellence in Customer Care
• Publisher: Management Books 2000 Ltd
• Publication Date: 1993
• Language: English
• ISBN 10: 1852521090
• ISBN 13: 9781852521097
• Binding: Paperback
• Condition: Used; Good

About this title

Synopsis

"Making Customers Count" started as a collection of case studies of companies which had introduced programmes of customer care. But what began as an attempt to identify best practice rapidly became an intensive study of why the majority of customer care schemes go wrong and most importantly, how to ensure that schemes do succeed. This book is a reference for companies seeking to develop or maintain an effective customer care programme. It provides a framework for building customer responsiveness into the day-to-day routines of business, while drawing on the experience - both positive and negative - of a wide range of companies, including: Anglian Windows, Avis UK, Booker Food Services, British Airways, British Gas, Elanco Qualicaps, Four Square, Kwik-Fit Holdings, Marks & Spencer, Mecca Leisure, Mercury Communications, Rank Xerox, Royal Bank of Scotalnd, Woolwich Building Society, and Woolworths.