Mastering Customer Relations

This book provides the student with the concepts and their practical application behind the importance of Customer Relations, Customer Service and Customer Care. The book has been written for students of business studies, management and associated fields, the qualification frameworks for which include a study of customer relations either as cores or options.The book uses practical examples using real organisations from all sectors of economic and social activity to support the concepts that are introduced in an easy to read and assimilate format.>

List of contents

Acknowledgements.- List of Figures.- Preface.- Introduction.- Who is the Customer.- Value for Money.- Customer Loyalty.- Complaints and Recovery.- Legal Aspects.- Customer Care and New Technologies.- Relationships.- Public Relations.- Customer Service in Action.- Developing a Customer Relations Strategy.- Bibliography.- Index.

About the author

ROGER CARTWRIGHT is former Director of the Centre for Customer Relations and Deputy Head of the Faculty of Business Management and Computing at Perth College, UK.

Roger has worked with a large number of organisations, and is the author of a range of books designed for students and practitioners.

Product details

• Authors: Roger Cartwright, Roger I Cartwright, Roger I. Cartwright, CARTWRIGHT ROGER I
• Publisher: Macmillan
• Languages: English
• Product format: Paperback / Softback
• Released: 05.05.2000
• EAN: 9780333801598
• ISBN: 978-0-333-80159-8
• No. of pages: 238
• Series: Palgrave Master Series (Business); Master Series (Business)
• Subjects: Social sciences, law, business > Business > Management; Public Relations, BUSINESS & ECONOMICS / Public Relations, BUSINESS & ECONOMICS / Customer Relations, Customer services, Designed / suitable for A and AS Level (England and Wales), Designed / suitable for A & AS Level, For advanced / upper secondary education, Customer Value; public relations; Service