Mastering Customer Relations

ISBN-13: 9780333801598 / Angielski / Miękka / 2000 / 238 str.

Roger I. Cartwright

Opis

This book provides the student with the concepts and their practical application behind the importance of Customer Relations, Customer Service and Customer Care. The book has been written for students of business studies, management and associated fields, the qualification frameworks for which include a study of customer relations either as cores or options.
The book uses practical examples using real organisations from all sectors of economic and social activity to support the concepts that are introduced in an easy to read and assimilate format.

Spis treści

Acknowledgements.- List of Figures.- Preface.- Introduction.- Who is the Customer.- Value for Money.- Customer Loyalty.- Complaints and Recovery.- Legal Aspects.- Customer Care and New Technologies.- Relationships.- Public Relations.- Customer Service in Action.- Developing a Customer Relations Strategy.- Bibliography.- Index.

O autorze

ROGER CARTWRIGHT is Director of The Centre for Customer Relations at Perth College in Scotland, one of the constituent members of the Highlands and Islands University Project (UHI). He is the Course Team Convenor for the proposed UHI Management Development Programme at postgraduate level. Roger has both written and edited texts on the subject of Management.