The finishing touch : how to build world-class customer service / Tony Cram.
Material type:
TextPublication details: New York : Financial Times Prentice Hall, 2010.Description: xii, 222 p. : ill. ; 24 cmISBN: - 9780273713012 (pbk.)
- 658.812 CRA
| Item type | Current library | Call number | Status | Barcode | |
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Cavendish University Siyani Library Open Access | 658.812 CRA (Browse shelf(Opens below)) | Available | CUU0000003532 |
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| 658.802 WES Strategic marketing : creating competitive advantage / | 658.804 BRE Business-to-business marketing / | 658.8102 BON Competitive intelligence and the sales force : | 658.812 CRA The finishing touch : | 658.82 SHI Advertising, Promotion, and other Aspects of Integrated Marketing Communications / | 658.83 CHI Marketing research / | 658.83 CHI Marketing research / |
Includes index.
More service, less satisfaction : the service context -- Crafting the service value proposition : internal foundations -- Act 1: Managing expectations : preconceptions -- Act 2: Starting well : first impressions -- Act 3: Moving to positive : building trust -- Act 4: Queues and bad news : reality check -- Act 5: Making customers feel important : something individual -- Act 6: I can fix that : service recovery -- Act 7: Staying ahead : service innovation -- Act 8: Leaving your customers wanting more : the finishing touch.
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