Meeting Customer Needs
Seiten
1997
|
2nd Revised edition
Butterworth-Heinemann Ltd (Verlag)
978-0-7506-3391-8 (ISBN)
Butterworth-Heinemann Ltd (Verlag)
978-0-7506-3391-8 (ISBN)
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This is an examination of the key issues in marketing and customer service. These include marketing planning, forecasting sales, purchasing and supply, pricing, design, development of products and services, promotion and achieving quality customer service. Real examples and case studies are used.
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. This book 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 1 of the Diploma, especially those accredited by the IM and Edexcel (formerly BTEC). Meeting Customer Needs is part of the highly successful series of textbooks for managers which cover the knowledge and understanding required as part of any competency-based management programme.
The books cover the three main levels of management: supervisory/first-line management (NVQ level 3), middle management (Certificate/NVQ level 4) and senior management (Diploma/NVQ level 5). Also included are titles which cover management issues in particular sectors, such as schools or the public sector, in more depth.
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. This book 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 1 of the Diploma, especially those accredited by the IM and Edexcel (formerly BTEC). Meeting Customer Needs is part of the highly successful series of textbooks for managers which cover the knowledge and understanding required as part of any competency-based management programme.
The books cover the three main levels of management: supervisory/first-line management (NVQ level 3), middle management (Certificate/NVQ level 4) and senior management (Diploma/NVQ level 5). Also included are titles which cover management issues in particular sectors, such as schools or the public sector, in more depth.
Are you customer focused?; How do customers buy?; Researching customer requirements; Planning your activities; An effective working environment; The extended organization; Making it easy to do business; Product development; Adding value with services; Improving quality; Distribution and delivery; Customer communications; Customer relationships; Customer service skills; Enhancing customer service skills with technology; Dealing with customer service problems; Conclusion: how well do you meet customer needs?; Index.
| Erscheint lt. Verlag | 2.7.1997 |
|---|---|
| Reihe/Serie | IM Certificate in Management S. |
| Verlagsort | Oxford |
| Sprache | englisch |
| Maße | 156 x 234 mm |
| Gewicht | 390 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| ISBN-10 | 0-7506-3391-3 / 0750633913 |
| ISBN-13 | 978-0-7506-3391-8 / 9780750633918 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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