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Gower handbook of customer service

Author: Peter Murley
Publisher: Aldershot, Hampshire, England ; Brookfield, Vt. : Gower, ©1997.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:
In a world dominated by look-alike products at similar prices, superior customer service may be the only available route to competitive advantage. This Gower Handbook brings together no fewer than 33 professionals in the field, each one a recognized expert on his or her subject. Using examples and case studies from a variety of businesses, they examine the entire range of customer service activities, from policy  Read more...
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Details

Document Type: Book
All Authors / Contributors: Peter Murley
ISBN: 0566076888 9780566076886
OCLC Number: 34190428
Notes: Includes index.
Description: xxxiv, 611 pages : illustrations ; 24 cm
Contents: 1. Evaluating the profitability of customer service / Merlin Stone --
2. The role of benchmarking / Allan Trayes --
3. Delivering competitive advantage / Laurie Young --
4. Business process engineering / Bill Martin --
5. Delivering service internationally / Merlin Stone and Alison Bond --
6. A framework for delivering service / Peter Murley --
7. The role of logistics / James Ensor --
8. 'Due diligence' / Peter Murley --
9. Using customer surveys / Peter Murley --
10. Standards, measures and performance indicators / Allison Grant --
11. Focus groups / Julia Hall --
12. Mystery shopping / David Limbrick --
13. Activity-based costing / Nick Gazzard --
14. Delivering customer service through projects / David Honey.
Other Titles: Handbook of customer service
Responsibility: edited by Peter Murley.

Abstract:

In a world dominated by look-alike products at similar prices, superior customer service may be the only available route to competitive advantage. This Gower Handbook brings together no fewer than 33 professionals in the field, each one a recognized expert on his or her subject. Using examples and case studies from a variety of businesses, they examine the entire range of customer service activities, from policy formulation to telephone technique.

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