The finishing touch : how to build world-class customer service
Title:
The finishing touch : how to build world-class customer service
Author:
Cram, Tony
ISBN:
9780273713012
Publication Information:
London [etc.] : FTimes Prentice Hall, 2010
Physical Description:
xii, 222 p. ; 24 cm
General Note:
Includes bibliographical references and index
Contents:
More service, less satisfaction : the service context -- Crafting the service value proposition : internal foundations -- Act 1: Managing expectations : preconceptions -- Act 2: Starting well : first impressions -- Act 3: Moving to positive : building trust -- Act 4: Queues and bad news : reality check -- Act 5: Making customers feel important : something individual -- Act 6: I can fix that : service recovery -- Act 7: Staying ahead : service innovation -- Act 8: Leaving your customers wanting more : the finishing touch.
Subject:
| Customer services |
| Consumer satisfaction |