Gower handbook of customer service

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. …”