Meeting customer needs
Material type:
TextSeries: Institute of Management seriesPublication details: Oxford ; Institute of Management Foundation, 1997Edition: 2nd edDescription: xi, 231 pages : illustrationsISBN: 9780750633918; 0750633913 Subject(s): MarketingDDC classification: 658.8343 Summary:
"Meeting Customer Needs is ideal for managers seeking to establish or improve customer service and customer focus standards. This second edition provides all the information managers need to put effective customer service programmes into action. It shows how internal communications, teamwork and teambuilding play a vital role in meeting customer needs. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. Real examples and case studies are used throughout to illustrate points in a practical context." "The book is based on the Management Charter Initiative's Occupational Standards for Management NVQs and SVQs at level 4. It is particularly suitable for managers on the Certificate in Management, or Part I of the Diploma, especially those accredited by the IM and Edexcel (formerly BTEC)."--Jacket.
| Item type | Current library | Collection | Call number | Status | Date due | Barcode | Item holds |
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Reference Books
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Main Library Reference | Reference | 658.8343 SMI (Browse shelf(Opens below)) | Available | 005982 |
Includes index
"Meeting Customer Needs is ideal for managers seeking to establish or improve customer service and customer focus standards. This second edition provides all the information managers need to put effective customer service programmes into action. It shows how internal communications, teamwork and teambuilding play a vital role in meeting customer needs. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. Real examples and case studies are used throughout to illustrate points in a practical context." "The book is based on the Management Charter Initiative's Occupational Standards for Management NVQs and SVQs at level 4. It is particularly suitable for managers on the Certificate in Management, or Part I of the Diploma, especially those accredited by the IM and Edexcel (formerly BTEC)."--Jacket.
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