Mastering Customer Relations: Master Series (Business)
Autor Roger Cartwrighten Limba Engleză Paperback – 4 mai 2000
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.
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Specificații
ISBN-13: 9780333801598
ISBN-10: 0333801598
Pagini: 238
Ilustrații: figures, bibliography, index
Dimensiuni: 155 x 235 x 14 mm
Greutate: 0.36 kg
Ediția:2000
Editura: Macmillan Education UK
Colecția Red Globe Press
Seria Master Series (Business)
Locul publicării:London, United Kingdom
ISBN-10: 0333801598
Pagini: 238
Ilustrații: figures, bibliography, index
Dimensiuni: 155 x 235 x 14 mm
Greutate: 0.36 kg
Ediția:2000
Editura: Macmillan Education UK
Colecția Red Globe Press
Seria Master Series (Business)
Locul publicării:London, United Kingdom
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Descriere
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.
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.
Cuprins
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.
Notă biografică
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.
Caracteristici
Easy
to
understand
concepts
Practical examples from real organisations in the private, public and voluntary sectors
Discusses the development of customer care strategies
Ideal for business, administration and management studies
Practical examples from real organisations in the private, public and voluntary sectors
Discusses the development of customer care strategies
Ideal for business, administration and management studies