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12 Steps to Success Through Service
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12 Steps to Success Through Service

Price per Unit (piece): HK$30.00

Author: Barrie Hopson & Mike Scally
Publisher: Mercury Books
Format: Paperback USED
ISBN: 1852521732

Satisfying the customer is the single most vital factor in business success and the main priority in any business must be to win and keep the customer. This book provides a complete programme to achieve success through service by using twelve crucial steps:

• Decide on your core business

• Know your customer

• Create your vision

• Define your moments of truth

• Give good service to one another

• Manage the customer's experience

• Profit from complaints

• Stay close to your customer

• Design and market the service programme

• Set service criteria

• Reward and celebrate service excellence

• Develop the service programme


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Last Updated: 23 February 2018