Perfect customer care : all you need to get it right first time / Ted Johns

Includes bibliographical references

Customers don't come back with those valuable repeat orders unless you show them you care about their satisfaction. That means showing them you know how to look after them, how to provide what they want -- plus that little bit extra. Everyone in the firm, from the boss to the receptionist, must play a part in converting each new customer into a thoroughly satisfied client whose future orders will drive your continuing success. Perfect Customer Care provides companies big and small with the answers to some of the most important business questions facing us today. Chapters include: - Why does customer service matter? - Who are your customers? - How well do you meet your customers' needs? - Avoiding the pitfalls - Motivating people for customer service - Critical success factors - What are the benefits? - Diagnostic questionnaires

Originally published: London : Arrow, 1994