Customer Care (Eliminating Barriers in Marketing)

Author: Richard W. Buchanan
Publisher:
Publish Date: 2003-07-01
Features: Sally walks into a large supermarket but finds she can't find what she wants at all. Looking around, she sees two cashiers chatting behind a nearby counter. She approaches them. The two cashiers seem not to notice Sally in front of them and continue their lively conversation. Finally, Sally has to gather the courage to ask one of the cashiers for help. The moment Sally finishes speaking, another cashier quickly and abruptly responds, the voice so loud as if to make everyone in the entire supermarket hear: "Sorry, haven't you seen we are talking?" Customer Care: Eliminating Barriers in Marketing proposes an easy-to-implement, step-by-step system that emphasizes all key areas of organizational operations. From a practical standpoint, it explains the concepts and methods by which organizations can improve their marketing, end actions that destroy customer service, companies, and how to save their own jobs. Therefore, whether you are a manager, a senior executive, or just an ordinary employee, as long as you are worried about "customer churn," you must not miss this book—after all, your competitors won't!