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Customer care excellence : how to create an effective customer focus

Author: Sarah Cook
Publisher: London ; Philadelphia : Kogan Page, 2011.
Edition/Format:   Print book : English : 6th edView all editions and formats
Summary:
"With more choice than ever before, customers today have high expectations of products and services. Businesses need a top-notch customer services system in place, and Customer Care Excellence explains how to achieve just that. In clear, practical language, this book explains how to develop and sustain a customer-service focus within a company. Emphasizing both strategic and practical aspects of customer service,  Read more...
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Document Type: Book
All Authors / Contributors: Sarah Cook
ISBN: 9780749457051 0749457058 9780749453510 0749453516
OCLC Number: 642351979
Description: viii, 278 pages : illustrations ; 24 cm
Contents: An introduction to customer care --
How managers need to drive and support a service strategy --
Listening to customers --
Implementing a service excellence strategy --
Empowerment and ownership --
The internal customer --
Training and development for customer service --
Communications --
Recognition and reward --
Sustaining a customer focus.
Responsibility: Sarah Cook.
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Abstract:

Customer Care Excellence sets the scene for customer care against a backdrop of increasing customer expectations, globalization and developing technology. Using international case studies and  Read more...

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"Offers useful advice on maintaining loyalty within an ever more sophisticated and demanding customer base... Informative and useful for anybody involved in customer relations." -- Business Age

 
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