Customer Care in a Week

This handbook aims to show how a company can involve all its personnel in using customer support as a competitive tool. It examines the meaning of customer support, the importance of communication, complaining as a positive tool, setting and monitoring standards, and the customer care programme.

Contents List:
1 - Introduction
2 - Sunday: Customer care in general
3 - Monday: Who are the customers?
4 - Tuesday: Elements which influence customer care
5 - Wednesday: Enhancing customer relations
6 - Thursday: Complaints
7 - Friday: Setting and measuring standards
8 - Saturday: The customer care programme

The Authors:
John Wellemin is an independent consultant specialising in customer service. He worked previously as the Director of Customer Service of Rank Xerox and has written several books on customer satisfaction and associated topics.

More related books from the In a Week series...
CRM in a week
Consumer behaviour in a week