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Mastering customer relations / Roger I. Cartwright.

By: Material type: TextTextSeries: Macmillan master seriesPublisher: Basingstoke : Macmillan, 2000Description: x, 238 pages ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 0333801598
Subject(s): DDC classification:
  • 21 658.812 C.R.M
Contents:
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.
Summary: This book provides the student with the concepts and their practical application behind the importance of Customer Relations, Customer Service and Customer Care.
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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.

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