The Customer Response Management Handbook: Building, Rebuilding and Improving Your Results [Paperback]

Darlene D. Richard (Author), Jeannine Walsh (Foreword), Ian Kennedy (Foreword)

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Book Description

Publication Date: January 2003

"The Customer Response Management Handbook" is your one-stop reference for building, rebuilding and improving all non face-to-face methods of communication management. By focusing especially on telephony-based media (phone, fax, email, e-commerce, wireless communications, VOIP, etc.), Darlene Richard presents a provocative selection of ideas to help you think through the 'whys' of successful customer response management, and demonstrates that this success will never rest only on the associated technology, but also on the associated people. Darlene D. Richard has over 20 years practical direct marketing, call centre and business development experience in Australia, NZ and the USA. She is the Managing Director of Call Centre Integrity Pty Ltd - a consultancy for review, troubleshooting and recommending improvements to telephony-based business.

#outer_postBodyPS { display: none; } #psGradient { display: none; } #psPlaceHolder { display: none; } #psExpand { display: none; } "The Customer Response Management Handbook" is your one-stop reference for building, rebuilding and improving all non face-to-face methods of communication management. By focusing especially on telephony-based media (phone, fax, email, e-commerce, wireless communications, VOIP, etc.), Darlene Richard presents a provocative selection of ideas to help you think through the 'whys' of successful customer response management, and demonstrates that this success will never rest only on the associated technology, but also on the associated people. Darlene D. Richard has over 20 years practical direct marketing, call centre and business development experience in Australia, NZ and the USA. She is the Managing Director of Call Centre Integrity Pty Ltd - a consultancy for review, troubleshooting and recommending improvements to telephony-based business.

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About the Author

Darlene Richard is managing director of Call Centre Integrity Pty. Ltd.

Product Details

Paperback: 546 pages
Publisher: McGraw-Hill Australia (January 2003)
Language: English
ISBN-10: 007470978X
ISBN-13: 978-0074709788
Product Dimensions: 9.4 x 7.1 x 1.2 inches
Shipping Weight: 2.1 pounds
Amazon Best Sellers Rank: #3,608,976 in Books (See Top 100 in Books)

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› Visit Amazon's Darlene D. Richard Page

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Inside This Book (learn more)

First Sentence:
Customer response management is all about communicating better-with staff and with customers-so before I begin here are some basic definitions to remember throughout the rest of the book: Customer response management Taking the responsibility for managing a company's total resources to support staff as they interact with your customers. Read the first page

Key Phrases - Capitalized Phrases (CAPs): (learn more)
True Integration, Murphy's Law, The Australian Financial Review, Stephen Covey, Hugh Mackay, Abraham Maslow, Darlene Richard, Habits of Highly Effective People, Henry Ford, Roper Starch, The Sydney Morning Herald, Bank State, Global Asia-Pacific Australia, Harvard Business School, Key Relationship Management Strategy Tool, Skills Based Routing, Zig Ziglar

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Citations (learn more)

This book cites 67 books:

Is It Worth Dying For? by Robert S. Eliot on page 438, Back Matter (1), and Back Matter (2)
The One Minute Manager by Kenneth H. Blanchard on page 378, Back Matter (1), and Back Matter (2)
What They Really Teach You at the Harvard Business School by Francis J. Kelly on page 354, Back Matter (1), and Back Matter (2)
Fad Surfing In The Boardroom: Managing In The Age Of Instant Answers by Eileen C. Shapiro on page 388, Back Matter (1), and Back Matter (2)
The Management of Time. by James T. McCay on page 438, and Back Matter

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