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The finishing touch : how to build world-class customer service / Tony Cram

Call.No :	HF5415.5 .C7
Record.No :	97899  [Book]
Personal name :	Cram, Tony
Title :	The finishing touch : how to build world-class customer service / Tony Cram
Sub Title :	how to build world-class customer service
Publishing :	New York : Financial Times/Prentice Hall , 2010
Description :	xii, 222p. : ill. ; 24 cm
ISBN :	9780273713012
Notes :	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
Biblio Notes :	Includes index.
Subjects :	Customer services
	Consumer satisfaction

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