Product Description
This practical handbook suggests 101 ways to build and maintain customer satisfaction. It focuses on the internal as well as external business practices which affect relationships with customers, and teaches how to build strong, lasting and profitable relationships.
From the Author
Some fan mail"...what an excellent book it is; everybody in marketing should read it. ...crammed with valuable advice. There are so many good examples it's hard to single out the best." -- Drayton Bird, Marketing magazine
"...a marvel of compression, crispness and good sense. I can imagine companies using it as the check list intended and putting the scores to practical advantage. It is at the extreme of practical..." -- Tim Ambler, Senior Fellow, London Business School
"What is amazing is that when you see something described in print it seems so obvious - but how often do we get it right on the day? I don't know whether our Customer Service training people know of your book, but I am going to suggest they make it required reading!" -- Liz Croft, British Airways
With an Amazon.co.uk Gift Certificate, you can get them what they want (even if you don't know what that is). 
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