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Palgrave Macmillan

The Psychology of Customer Care

A Revolutionary Approach

  • Book
  • © 1992

Overview

Authors:
  1. James J. Lynch
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Table of contents (14 chapters)

  1. Front Matter

    Pages i-xvi
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  2. The Conscious Elements of Customer Care Psychology

    1. Front Matter

      Pages 1-1
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    2. From Total Quality to Total Care

      • James J. Lynch
      Pages 3-15

    3. New Thinking About New Customers

      • James J. Lynch
      Pages 16-44

    4. Customer Life-stages

      • James J. Lynch
      Pages 45-60

    5. Influencing Customer Choice

      • James J. Lynch
      Pages 61-90

    6. Managing Customer Care

      • James J. Lynch
      Pages 91-106

    7. Traditional Approaches to Time and Customer Care

      • James J. Lynch
      Pages 107-120

  3. The Subconscious Elements of Customer Care Psychology

    1. Front Matter

      Pages 121-121
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    2. Time — What Every Customer Wants

      • James J. Lynch
      Pages 123-134

    3. Customer Care Time-shaping

      • James J. Lynch
      Pages 135-143

    4. The Customer Time-care Agency Business

      • James J. Lynch
      Pages 144-153

    5. The Life-style Time-zones

      • James J. Lynch
      Pages 154-176

    6. The Life-work Time-zones

      • James J. Lynch
      Pages 177-212

    7. Two Passage of Time-zones — the Chronological and the Durable

      • James J. Lynch
      Pages 213-223

    8. The Biological Time-zone

      • James J. Lynch
      Pages 224-234

    9. The Benefits of the Customer-time-care Approach

      • James J. Lynch
      Pages 235-244

  4. Back Matter

    Pages 245-274
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Keywords

About this book

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.

About the author

JAMES J. LYNCH

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