The Psychology of Customer Care: A Revolutionary Approach

ISBN-13: 9781349390434 / Angielski / Miękka / 1992 / 274 str.

J. Lynch

Opis

This book breaks new ground on customer care. Drawing on the author's international experience and research, it provides new insights into helping customers make the best use of their time when dealing with YOUR organisation. Guidance is given on 'time shaping' for optimum customer satisfaction. Critical time care factors for industries as diverse as banks, airlines, hotels, supermarkets, are defined together with many tips on how to steal a march on competitors by this revolutionary and practical approach to customer care.

Spis treści

List of Figures - Preface - PART 1 - From Total Quality to Total Care - New Thinking about New Customers - Customer Life Stages - Influencing Customer Choice - Managing Customer Care - Traditional Approaches to Time and Customer Care - PART 2: THE SUBCONSCIOUS ELEMENTS OF CUSTOMER CARE PSYCHOLOGY - Time: What every Customer wants - Customer Care Time Shaping - The Customer Time Care Agency Business - The Lifestyle Time Zones - The Lifework Time Zones - Two Passage of Time Zones: The Chronological and the Durable - The Biological Time Zone - The Benefits of the Customer-Time-Care Approach - Appendix - Glossary

O autorze

JAMES J. LYNCH