One Stop Customer Care
By David M. Martin.
Description
All too often, quality customer care is rare. Customers, particularly those with concerns and complaints, are viewed as a necessary evil rather than an essential resource without whose constant support businesses cannot survive. The book demonstrates the necessity of: treating customers as the essential core of every business; being positive about customer problems to protect your customer base and minimize costs; and using complaints as market research and as a way of converting complainants into supporters. - from Amzon
ISBN(s)
186072065X, 9781860720659
