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|Quality and Customer Satisfaction
Quality & Customer Satisfaction presents seven practical tools to help small and medium-size businesses determine their customers’ needs and expectations and satisfy them. By doing so, these organizations will improve their relationships with their customers and achieve better business results. This book is written based on research developed in Europe.
The book describes in detail the following tools for adapting a customer-oriented approach:
o Response cards
o Complaint management
o Visits to customers
o Follow-up telephone calls
o Intermediate monitoring
Other key features of Quality & Customer Satisfaction include a methodology for measuring customer satisfaction, an explanation of pitfalls to avoid when using the tools and techniques described, and three real-world case studies of small companies that have successfully applied these methods.
Maria Gisella Conca
Antonella Pamploni Scarpa
2004, 128 pages Clearance Price: $8.98
(List Price: $17.95) All sales of clearance items are final. Returns are not accepted.
No other discounts apply.