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Customer services

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Building a Service Culture

Building a Service Culture

by: Lifeskills International Ltd

 

This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you can build a service culture into your business.


ISBN: 9780566081392

Publisher: Gower Publishing Ltd

Subject: Business and Management, Customer services

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book

A Marketing Action Plan for the Growing Business

A Marketing Action Plan for the Growing Business

by: Shailendra Vyakarnam

 


ISBN: 9780749413132

Publisher: Kogan Page Ltd

Subject: Business and Management, Customer services

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book

Keep the Right Customers: The Key Steps to Profitable Customer Retention

Keep the Right Customers: The Key Steps to Profitable Customer Retention

by: Mark Stewart

 

This practical manual presents a management strategy for developing and implementing a customer-retention strategy. It explains why customer retention matters, how and why organizations should be selective about securing and retaining those customers, and how retention will improve profits


ISBN: 9780077091392

Publisher: McGraw-Hill Education - Europe

Subject: Business and Management, Customer services

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book

The Call Centre Customer Care Pocketbook

The Call Centre Customer Care Pocketbook

by: Mike Applegarth

 

This book addresses the issues affecting customer service in the digital age. In particular, it looks at the implications of e-commerce and the role of call centres. HR issues are dealt with too.


ISBN: 9781903776339

Publisher: Management Pocketbooks

Subject: Business and Management, Customer services

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book

CRM: Redefining Customer Relationship Management

CRM: Redefining Customer Relationship Management

by: Jeffrey Peel

 

In "CRM", Jeffrey Peel defines customer relationship management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way...


ISBN: 9781555582630

Publisher: Elsevier Science & Technology

Subject: Business and Management, Customer services

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book

Customer Care Excellence: Create an Effective Customer Service Strategy

Customer Care Excellence: Create an Effective Customer Service Strategy

by: Sarah Cook

 

Today's consumers are sophisticated, well-informed and have high expectations of the services they want to receive. Companies that do not face up to these changes will lose market share. The fourth edition of this title recognizes these trends and demonstrates, in a practical way, how to develop...


ISBN: 9780749437923

Publisher: Kogan Page Ltd

Subject: Business and Management, Customer services

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book

Customer Satisfaction Measurement for ISO 9000: 2000

Customer Satisfaction Measurement for ISO 9000: 2000

by: Nigel Hill

 

For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. "Customer...


ISBN: 9780750655132

Publisher: Elsevier Science & Technology

Subject: Business and Management, Customer services

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book

Dealing with the Customer from Hell: A Survival Guide

Dealing with the Customer from Hell: A Survival Guide

by: Shaun Belding

 

They yell and shout, and try to intimidate. They're belligerent, abusive and condescending. They whine and demand inordinate amounts of time, pushing buttons and raising blood pressure. Who are they? They're the customers from hell. They may represent just a small proportion of the people a...


ISBN: 9780749444518

Publisher: Kogan Page Ltd

Subject: Business and Management, Customer services

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book

Delighting Your Customers: Keep Your Customers Coming Back, Time and Time Again

Delighting Your Customers: Keep Your Customers Coming Back, Time and Time Again

by: Susan Nash

 

It takes ten times as much investment to obtain business from a new customer as it does to generate more revenue from existing customers. This practical guide advises companies and organizations on how to implement a customer service strategy that should keep customers coming back. It presents...


ISBN: 9781857035964

Publisher: How To Books Ltd

Subject: Business and Management, Customer services

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book

Global Call Centres: Achieving Outstanding Customer Service Across Cultures and Time Zones

Global Call Centres: Achieving Outstanding Customer Service Across Cultures and Time Zones

by: Erik Gramered

 

A US consultant in the field of cross-cultural communication and call center management likens setting up global call centers in developing countries to foreign aid, i.e., as resented one-way communication flow dominated by the West (besides resistance to out- sourcing and off-shoring). Granered...


ISBN: 9781904838036

Publisher: Nicholas Brealey Publishing

Subject: Business and Management, Customer services

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The United Kingdom's International Organisation for Cultural Relations and Educational Opportunities.
A Registered Charity: 209131 (England And Wales) SC037733 (Scotland).
 

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