Description
Satisfying the customer is the single most vital factor in business success and the main priority in any business must be to win and keep the customer. This book provides a complete programme to achieve success through service by using twelve crucial steps:
Decide on your core business
Know your customer
Create your vision
Define your moments of truth
Give good service to one another
Manage the customer's experience
Profit from complaints
Stay close to your customer
Design and market the service programme
Set service criteria
Reward and celebrate service excellence
Develop the service programme
ISBN: 9838991619
