In Charge of Customer Satisfaction

Roger Cartwright, George Green

Wiley, Jan 30, 1997 - Business & Economics - 209 pages

In Charge of Customer Satisfaction is for supervisors, managers and students at NVQ levels 3 and 4 who need to understand and implement the best customer service standards and techniques. Its approach is innovative and powerful and is based on:

• 
  
• An intensively developed range of real life case material ranging from services to retail and tourism.
• 
  
• Clear and fully supported 'Golden Rules' of customer care, illustrated and explained by the cases and text.

Written to the most recently published NVQ standards, this is an indispensable text for managers and students.

About the author

Roger Cartwright (MA, DMS, CertEd, FCollP, MIMgt) is the Deputy Head of Faculty at the Business, Management and Computing Faculty at Perth College, Scotland.

Anita Candy (BA Hons, FETC) and Micheal Collins (ACIB) are consultants at the Management and Professional Studies Unit of the Oxford College of Further Education.

George Green (MA Cantab) runs his own consultancy and lectures at both Oxford Brookes University and the Oxford College of Further Education.

Bibliographic information

• Title: In Charge of Customer Satisfaction; In Charge
• Authors: Roger Cartwright, George Green
• Edition: illustrated
• Publisher: Wiley, 1997
• ISBN: 0631200878, 9780631200871
• Length: 209 pages
• Subjects: Business & Economics / General