Customer Management Excellence

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«At last, a visionary yet implementable


and accessible guide to the creation of impressive, world class service strategies and practices, including leading-edge and benchmark case studies from National Customer Service Awards finalists.’


Dr Ted Johns, Chairman,


Institute of Customer Service


Customer


Man


Exc



ent



nee



rROM


SUCCESSFUL STRATEG SERVICE LEADEI


In association with


cusTomer


MANAGEMENT


Written by Mike Faulkner


Ecited by Steve Hurst & Adrian Tripp


CUSTOMER


MANAGEMENT


EXCELLENCE


MIKE FAULKNER

JOHN WILEY & SONS, LTD


Copyright © 2003 John Wiley & Sons Ltd, The Atrium, Southern Gate, Chichester,


West Sussex PO19 8SQ, England


Telephone (+44) 1243 779777


Email (for orders and customer service enquiries): cs-books@wiley.co.uk Visit our Home Page on www.wileyeurope.com or www.wiley.com


All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except under the terms of the Copyright, Designs and Patents Act 1988 or under the terms of a licence issued by the Copyright Licensing Agency Ltd,


90 Tottenham Court Road, London W1T 4LP, UK, without the permission in writing of the Publisher. Requests to the Publisher should be addressed to the Permissions Department,


John Wiley & Sons Ltd, The Atrium, Southern Gate, Chichester, West Sussex PO19 8SQ, England, or emailed to permreq@wiley.co.uk, or faxed to (+44) 1243 770571.


This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold on the understanding that the Publisher is not engaged in rendering professional services. If professional advice or other expert assistance is required, the services of a competent professional should be sought.

Скачать в pdf «Customer Management Excellence»