Caring for the Customer

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Routledge, Aug 6, 1999 - Business & Economics - 96 pages
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This workbook will enable managers to:

explain the meaning and significance of customer care;
identify their internal and external customers;
identify their customers' expectations and any areas in which they are failing to meet them;
provide an effective lead for their team in raising the standard of customer care;
ensure that they and theirr team members perform to a high standard in customer-contact situations.
 

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Contents

Session A About customers
1
Session B What is customer care?
17
Session C Direct customer contact
35
Session D Delivering customer care
55
Performance checks
75
Reflect and review
79
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