Making Customers Count: Guide to Excellence in Customer Care (Hardback)Sue Kernaghan (author)
Hardback Published: 01/04/1991
- Not available
This book is both a series of case studies of firms that have introduced programmes of customer care, and a study of why the majority of customer care schemes go awry. It aims to provide a framework for building up customer responsiveness in the day-to-day routines of businesses. The case histories compare the fortunes and appraises the methods of companies who have set up both successful and unsuccessful.
Publisher: Management Books 2000 Ltd
Dimensions: 234 x 156 mm
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