Customer care excellence : how to create an effective customer focus

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Title:

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.

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168025573169	658.8912 C771C 2008	1	Searching... Unknown
Searching... 1:VCDBN	1:GEN-BOOK	002145433	658.891 COO	1	Searching... Unknown

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Summary

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of products and services. You need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers.This new edition also includes new material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco, John Lewis and eBay.