The Psychology of Customer Care : A Revolutionary Approach

This book breaks new ground on customer care. Drawing on the author's international experience and research, it provides new insights into helping customers make the best use of their time when dealing with YOUR organisation. Guidance is given on 'time shaping' for optimum customer satisfaction. Critical time care factors for industries as diverse as banks, airlines, hotels, supermarkets, are defined together with many tips on how to steal a march on competitors by this revolutionary and practical approach to customer care. Front Matter....Pages i-xvi Front Matter....Pages 1-1 From Total Quality to Total Care....Pages 3-15 New Thinking About New Customers....Pages 16-44 Customer Life-stages....Pages 45-60 Influencing Customer Choice....Pages 61-90 Managing Customer Care....Pages 91-106 Traditional Approaches to Time and Customer Care....Pages 107-120 Front Matter....Pages 121-121 Time — What Every Customer Wants....Pages 123-134 Customer Care Time-shaping....Pages 135-143 The Customer Time-care Agency Business....Pages 144-153 The Life-style Time-zones....Pages 154-176 The Life-work Time-zones....Pages 177-212 Two Passage of Time-zones — the Chronological and the Durable....Pages 213-223 The Biological Time-zone....Pages 224-234 The Benefits of the Customer-time-care Approach....Pages 235-244 Back Matter....Pages 245-274