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Item Details
| Title:
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SERVICE STRATEGY
MANAGEMENT MOVES FOR CUSTOMER RESULTS. |
| By: |
Jacques Horovitz |
| Format: |
Hardback |
| List price:
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£45.00 |
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We currently do not stock this item, please contact the publisher directly for
further information.
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| ISBN 10: |
0273675834 |
| ISBN 13: |
9780273675839 |
| Publisher: |
PEARSON EDUCATION LIMITED |
| Pub. date: |
30 August, 2004 |
| Edition: |
2nd edition |
| Series: |
Financial Times Series |
| Pages: |
224 |
| Description: |
Helps you learn how to compete and stand out by mobilizing the entire organization to create a customer orientation. Based on research with over 100 companies around the world, this book helps you understand your customers, measure their satisfaction with the customer service you provide, and show you how to implement solutions. |
| Synopsis: |
Looking at issues like segmentation, measurement, loyalty and people this book provides a systematic approach to service strategy, distilled from over twelve years work with over 100 companies. The second edition is thoroughly revised, adding even more practical advice, checklists and case studies as well as an entirely new chapter "Managing company processes around the customers: the hard side for getting things done" on the nitty gritty of implementation. Each chapter introduces a step-by-step approach which the reader can easily use in their business. Drawing on personal experience of working with many companies in a number of sectors, Horovitz has outlined the "dos" and "don'ts" - mistakes made over and over again by many companies. Each chapter concludes with the questions one should ask for self-diagnosis and to help the reader get started on the path of improving their company's service levels. |
| Publication: |
UK |
| Imprint: |
Financial Times Prentice Hall |
| Returns: |
Non-returnable |
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