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Gower handbook of customer service

In a world dominated by look-alike products at similar prices, superior customer service may be the only available route to competitive advantage. This Gower Handbook brings together no fewer than 33 professionals in the field, each one a recognized expert on his or her subject. Using examples and c...

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Bibliographic Details
Other Authors: Murley, Peter
Format: Book
Language:English
Published: Aldershot Gower 1996
Subjects:
Customer services > Management
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Table of Contents:
  • Evaluating the profitability of customer service / Merlin Stone
  • The role of benchmarking / Allan Trayes
  • Delivering competitive advantage / Laurie Young
  • Business process engineering / Bill Martin
  • Delivering service internationally / Merlin Stone, Alison Bond
  • A framework for delivering service / Peter Murley
  • The role of logistics / James Ensor
  • 'Due diligence' / Peter Murley
  • Using customer surveys / Peter Murley
  • Standards, measures and performance indicators / Allison Grant
  • Focus groups / Julia Hall
  • Mystery shopping / David Limbrick
  • Activity-based costing / Nick Gazzard
  • Delivering customer service through projects / David Honey
  • Customer service as a product / Jan E. Smith
  • Lifetime values and database marketing / Kevin Gavaghan
  • Using the customer database / Merlin Stone
  • Direct marketing / Tony Williams
  • Telemarketing / Peter Murley
  • Encouraging customer feedback / Charles R. Weiser
  • Public service sector standards / Merlin Stone, Ros Gardner
  • Culture: the prime differentiator / Christine Barclay
  • Service as a cross-functional responsibility / Laurie Young
  • Roles, not jobs / Paul Chapman
  • Quality as a mind-set / Tony Bendell, Roger Penson
  • Using control groups / Peter Murley
  • Internal service for internal customers / Howard Kendall
  • Learning from successful companies / Jane Carroll
  • Selection, not recruitment / Stephanie Craig
  • Incentivizing success / Peter Murley
  • The training journey / David Harris
  • Using telephone techniques / Mary Ann Moran
  • Accreditation / Elizabeth Harris
  • Empowerment / Colin Apthorp
  • Teamwork - the FedEx experience / Thomas O'Hearn
  • The call-centre concept / Eve Carwardine
  • Harnessing new technology / Martin Meikle-Small
  • Toll-free and local charge rate services / Jamie Clyde
  • Meeting the fulfilment challenge / Peter Hardingham
  • Forecasting volume in a call centre / Peter Murley

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