Making Customers Count: A Guide to Excellence in Customer Care

by David Clutterbuck, Sue Kernaghan, Susan Kernaghan

This book is both a series of case studies of firms that have introduced programmes of customer care, and a study of why the majority of customer care schemes go awry. It aims to provide a framework for building up customer responsiveness in the day-to-day routines of businesses. The case histories compare the fortunes and appraises the methods of companies who have set up both successful and unsuccessful.

• Format: Hardcover
• Language: English
• ISBN: 185251048X
• ISBN13: 9781852510480
• Release Date: January 1991
• Publisher: Mercury Books
• Length: 168 Pages
• Weight: 0.85 lbs.