In Charge of Customer Satisfaction: A Competence Approach - Softcover

Cartwright, Roger; Green, George; Candy, Anita; Collins, Michael

Softcover

ISBN 10: 0631200878 ISBN 13: 9780631200871

Publisher: Wiley–Blackwell, 1996

Synopsis

In Charge of Customer Satisfaction is for supervisors, managers and students at NVQ levels 3 and 4 who need to understand and implement the best customer service standards and techniques. Its approach is innovative and powerful and is based on:

• An intensively developed range of real life case material ranging from services to retail and tourism.


• Clear and fully supported ′Golden Rules′ of customer care, illustrated and explained by the cases and text.

Written to the most recently published NVQ standards, this is an indispensable text for managers and students.

About this title

About the Author

Roger Cartwright (MA, DMS, CertEd, FCollP, MIMgt) is the Deputy Head of Faculty at the Business, Management and Computing Faculty at Perth College, Scotland.

Anita Candy (BA Hons, FETC) and Micheal Collins (ACIB) are consultants at the Management and Professional Studies Unit of the Oxford College of Further Education.

George Green (MA Cantab) runs his own consultancy and lectures at both Oxford Brookes University and the Oxford College of Further Education.

From the Back Cover

In Charge of Customer Satisfaction is designed around the Customer Service Lead Body Standards for Customer Service at N/SVQ level 3 and provide a comprehensive and practical examination of the concepts and practices that lead to excellent customer service.

This series is designed for supervisors and line managers and has been re–written to support the latest Management Standards from the Management Charter Initiative who have provided the Foreword to each book.

Each book provides the knowledge and understanding required for the core and major options associated with the N/SVQ3 level qualifications in Supervisory Management and is written in a manner that links learning with the supervisor/front line manager′s work experience. As such it also supports non–competence programmes such as the NEBSM Introductory and Full Certificate programmes in Supervision.

Edition details

• Publisher: Wiley–Blackwell
• Publication date: 1996
• Language: English
• ISBN 10: 0631200878
• ISBN 13: 9780631200871
• Binding: Paperback
• Number of pages: 224