This book is designed to provide the underpinning knowledge and
understanding required for any competency-based management course.
This is a third edition of Meeting Customer Needs, a diploma level
book in the Chartered Management of Institute series. This
particular title meets the specific requirements of those taking
the Unit DM45 entitled Customer Focus, Marketing and Planning. A
new website available for use with the text to provide revision
notes and lecturers notes. This book is ideal for managers seeking
to establish or improve customer service and customer focus
standards. It includes action plans, sample communications and
checklists for managers to adapt for their own purposes. Real
examples and new case studies are used throughout to illustrate
points in a practical context. * Tools and technology have improved
dramatically since the last edition and this book brings the reader
up-to-date * Expectations and the knowledge of customers has also
changed since the last edition and the new edition shows how to
accommodate this * Competition has improved and standards are
higher and this new edition illustrates how to meet this challenge
and how to meet customers demands.
General
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