Deliver outstanding customer service : gain and retain customers and stay ahead of the competition / Susan Nash and Derek Nash

By: Nash, Susan and Nash, DerekPublication details: Oxford: How To Books, c2002. Edition: 2nd edDescription: xii, 226 p. : ill. ; 23 cmISBN: 1857037839 / 9781857037838Subject(s): 1. Customer servicesDDC classification: 658.812 NAS
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Holdings
Item type Current library Home library Call number Status Date due Barcode Item holds
English Lending English Lending Villa College Library
Villa College Library
658.812 NAS (Browse shelf(Opens below)) Withdrawn 9953
Total holds: 0

Contents:
1. Understanding customer service
2. Delivering outstanding customer service
3. Customer service strategy
4. Hiring the right people
5. Developing personal service skill
6. Managing the customer interaction
7. Implementing effective processes
8. Dealing with customer complaints
9. Instituting continuous improvement processes
10. Helping managers become leaders
11. Delighting the customer

Includes bibliographical references and index.

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