Customer Care Excellence
This fifth edition of Customer Care Excellence demonstrates how to develop and sustain a customer-service focus.
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.
REVIEWS :“Addresses the issue of customer care and 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
“This is certainly a classic…suggests that by outstanding service,
and building better relationships with customers, companies will reap
rewards.”
Reading Evening Post
“Cook describes, for business managers, how to develop and sustain
customer service focus.”
Book News, Library Publication – USA, Spring 2008
Paperback, 288 Pages, Dimensions 234 x 153 MM Language English.
An introduction to customer care;
How managers need to drive and support a service strategy;
Listening to customers;
Implementing a customer care strategy;
Empowerment and ownership;
The internal customer;
Training and development for customer service;
Communications;
Recognition and reward;
Sustaining a customer focus.
Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists. She is the author of The Essential Guide to Employee Engagement, Change Management Excellence, Customer Care Excellence and Practical Benchmarking, all published by Kogan Page.