Mastering customer relations /
Cartwright, Roger.
Mastering customer relations / Roger I. Cartwright. - x, 238 pages ; 24 cm - Macmillan master series .
Includes bibliographical references.
Acknowledgements.- List of Figures.- Preface.- Introduction.- Who is the Customer.- Value for Money.- Customer Loyalty.- Complaints and Recovery.- Legal Aspects.- Customer Care and New Technologies.- Relationships.- Public Relations.- Customer Service in Action.- Developing a Customer Relations Strategy.- Bibliography.- Index.
This book provides the student with the concepts and their practical application behind the importance of Customer Relations, Customer Service and Customer Care.
0333801598
Customer relations.
658.812 / C.R.M
Mastering customer relations / Roger I. Cartwright. - x, 238 pages ; 24 cm - Macmillan master series .
Includes bibliographical references.
Acknowledgements.- List of Figures.- Preface.- Introduction.- Who is the Customer.- Value for Money.- Customer Loyalty.- Complaints and Recovery.- Legal Aspects.- Customer Care and New Technologies.- Relationships.- Public Relations.- Customer Service in Action.- Developing a Customer Relations Strategy.- Bibliography.- Index.
This book provides the student with the concepts and their practical application behind the importance of Customer Relations, Customer Service and Customer Care.
0333801598
Customer relations.
658.812 / C.R.M