In this fully updated, new edition, Sarah Cook draws on her considerable experience of working with an impressive list of global companies. Customers are now more demanding than ever -- organizations have to recognise that purchasing power has strengthened considerably, and has extended very much into after-sales service. This book offers a comprehensive action plan for developing a sophisticated and effective quality-driven customer care program. Emphasis is placed upon strategic aspects, while covering the basics such as customer service point-of-sale, speed of delivery, follow-up, and on the ethos of total quality management and staff motivation in ensuring success.Making return easy - ensuring there is a freepost address or a posting box available to customers. ac Signing the ... In addition, customers are asked for any comments or ideas on how Tesco can improve their customer service. Virgin Hotelsanbsp;...