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Item Details
| Title:
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WHEN CUSTOMERS THINK WE DON'T CARE
ENDING ACTIONS THAT SELF-DESTRUCT COMPANIES, CUSTOMER SERVICE AND JOBS |
| By: |
Richard W. Buchanan |
| Format: |
Paperback |
| List price:
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£14.99 |
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We currently do not stock this item, please contact the publisher directly for
further information.
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| ISBN 10: |
0074709305 |
| ISBN 13: |
9780074709306 |
| Publisher: |
MCGRAW-HILL EDUCATION - EUROPE |
| Pub. date: |
1 October, 2001 |
| Edition: |
2nd Revised edition |
| Pages: |
256 |
| Description: |
Adopting the approach that great customer service will follow when employees can identify what is in it for them, this book outlines a step-by-step system that addresses almost all the key areas of an organisation's operations. It also explains how to improve then and end actions that self-destruct customer service, companies and jobs. |
| Synopsis: |
Not since the 'Four Ps' of E.J McCarthy have we seen such a breakthrough in marketing and customer service. Whether you're in business, a not-for-profit organisation or a government department, Richard Buchanan's latest edition of "The Enemy Within, When Customers Think We Don't Care", presents a unique, post-modernist approach to delivering better customer service. Organisations never perish because of competitors, regulators or any other outsider. Organisations self-destruct because of their own actions drive business away. Often there is no reason for employees to want to deliver better customer service. The groundbreaking approach taken by this book is that great customer service will follow when employees can identify what is in it for them. "When Customers Think We Don't Care" redefines what you thought you knew about marketing. It outlines an easily implemented, step-by-step system that addresses all the key areas of an organisation's operations, and it explains in practical terms how to improve then and end actions that self-destruct customer service, companies and jobs. |
| Illustrations: |
illustrations |
| Publication: |
US |
| Imprint: |
McGraw-Hill Professional |
| Returns: |
Returnable |
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