Meeting Customer Needs

by Ian Smith

Overview

This is a third edition of Meeting Customer Needs, a diploma level book in the Chartered Management of Institute series. This particular title meets the specific requirements of those taking the Unit DM45 entitled Customer Focus, Marketing and Planning.

A new website available for use with the text to provide revision notes and lecturers' notes. This book is ideal for managers seeking to establish or improve customer service and customer focus standards. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. Real examples and new case studies are used throughout to illustrate points in a practical context.

Product Details

ISBN-13:	9781136378331
Publisher:	Taylor & Francis
Publication date:	07/26/2012
Sold by:	Barnes & Noble
Format:	eBook
Pages:	240
File size:	5 MB

About the Author

Ian Smith

Table of Contents

Introduction; Chapter 1 First,Know Your Self; Chapter 2 Customers:Whodothey Think they are?; Chapter 3 The Route to Your Customers; Chapter 4 Competitors and How to Make the Most of Them; Chapter 5 Starting the Planning Process – Where Do You Want to Be?; Chapter 6 Marketing – the Tools for Understanding and Analysing; Chapter 7 Marketing – Conversing with Customers; Chapter 8 Marketing – Measuring all that is Important; Chapter 9 Virtuous Cycles; Chapter 10 Revisitingyourplans Not the End, This is just the Start!;

Editorial Reviews

Shows managers how to put customer service programs into action, offering action plans, sample communications, and checklists, plus examples and case studies. Emphasis is on combining internal communications, teamwork, and team building to meet customer needs. Supports the UK Management Charter Initiative's Occupational Standards for Management NVQs and SVQs at level four, and is particularly suitable for managers in Certificate in Management programs, or Part I of the Diploma, especially those accredited by the IM and Edexcel. Annotation c. by Book News, Inc., Portland, Or.

Booknews