By asking the questions 'What is customer service?' and 'Why is it important?', this book leads the reader through the strategies, techniques, problems and solutions that are involved in achieving good customer service. The topics covered include benchmarking, quality control, customer segmentation, data collection, removing organisational blockages, training and motivating staff, and servicing. With frameworks to test your position now, the book shows you how to implement and sustain new strategies.

Auditing Your Customer Service: The Foundation for Success (Marketing for Managers)

Business & Money

Leppard, John

Molyneux, Liz

Management & Leadership

Cengage Learning EMEA

This book offers marketers a new and unique approach to solving problems and making decisions. One hundred sample matrices, each designed to reflect a particular business situation, help marketers get back to basics by boiling down every complex marketing problem into key issues, ready for decision making. When put to work, the matrices help simplify marketing problems, set priorities, decide objectives, calculate risks, evaluate opportunities, and much more. Organized into ten sections for quick and effective decision making, the matrices explore strategic issues, organizational issues, products &amp; services, customer research, sales and pricing, advertising and promotion, distribution and customer service, and international marketing. This book includes "classic" matrices, such as Boston Consulting Group and Ansaff, as well as several new matrices devised by the authors. Malcolm McDonald and John Leppard have created a book that will stimulate creativity, prompt ideas, and forge new avenues of thought for practical decision making.

Marketing by Matrix: 100 Practical Ways to Improve Your Strategic and Tactical Marketing

McDonald, Malcolm

NTC Pub. Group

Cómo mejorar su servicio al cliente

Gestión 2000

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Books by Leppard, John