Customer care excellence : how to create an effective customer focus
by
Cook, Sarah, 1955-
Title
:
Customer care excellence : how to create an effective customer focus
Author
:
Cook, Sarah, 1955-
ISBN
:
9780749450663
Personal Author
:
Cook, Sarah, 1955-
Edition
:
5th ed., Fully updated.
Publication Information
:
London ; Philadelphia : Kogan Page, 2008.
Physical Description
:
vi, 280 p. : ill. ; 24 cm.
Contents
:
1. An introduction to customer care -- 2. How managers need to drive and support a service strategy -- 3. Listening to customers -- 4. Implementing a service excellence strategy -- 5. Empowerment and ownership -- 6. The internal customer -- 7. Training and development for customer service -- 8. Communications -- 9. Recognition and reward -- 10. Sustaining a customer focus.
Abstract
:
"Today's consumers are sophisticated, well informed and have high expectations of the services they want to receive.They want greater choice, speed of service, convenience and will not be "sold to" or manipulated. Companies that do not face up to these changes will lose market share." "This fully updated fifth edition of Customer Care Excellence recognizes these trends and demonstrates in a dear, practical way how to develop and sustain a customer-service focus. The book places great emphasis on the strategic aspects of customer care - gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service - ensuring success. It explains how to exceed customer expectations at the front line, covering personal service, speed of delivery and the importance of service recovery as well as creating a service culture internally."--BOOK JACKET.
Subject Term
:
Customer relations.
Customer services.
Total quality management.
| Library | Material Type | Item Barcode | Shelf Number | Copy |
|---|
| IIEMSA | General Books | 33168025573169 | 658.8912 C771C 2008 | 1 |
| VC Durban North | General Books | 002145433 | 658.891 COO | 1 |