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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English Lending	Villa College Library	Villa College Library	658.812 NAS (Browse shelf(Opens below))	Withdrawn		9953

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Previous	658.812 LIT Relationship marketing management /	658.812 LUC Customer service	658.812 MOR Calming upset customers	658.812 NAS Deliver outstanding customer service : gain and retain customers and stay ahead of the competition /	658.812 PEP Managing customer relationships : a strategic framework /	658.812 REA Service design for business : A practical guide to optimizing the customer experience /	658.812 VAN Building quality service : with competency-based human resource management /	Next

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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