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Innovation and Best Practice
for Business Success

Established 1967



Customer Care Excellence

Customer Care Excellence

How to Create an Effective Customer Focus

Sarah Cook

£24.95

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 examples (including ebay, Virgin and Aviva) it looks to define really excellent service and shows how organizations can create customer focus.

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About the book

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 the products and services they use. To continue to meet - and even to exceed - these high expectations, 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 fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.


Table Of Contents

    • Chapter - 01: An introduction to customer care;
    • Chapter - 02: How managers need to drive and support a service strategy;
    • Chapter - 03: Listening to customers;
    • Chapter - 04: Implementing a service excellence strategy;
    • Chapter - 05: Empowerment and ownership;
    • Chapter - 06: The internal customer;
    • Chapter - 07: Training and development for customer service;
    • Chapter - 08: Communications;
    • Chapter - 09: Recognition and reward;
    • Chapter - 10: Sustaining a customer focus


Book Details

  • EAN: 9780749457051
  • Edition: 6
  • Published: 3rd November 2010
  • Paperback
  • Dimensions: 234x156
  • 288 pages

About the Author

Sarah Cook is a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.


Sarah Cook