Customer Care Excellence: How to Create an Effective Customer Focus: Volume 6

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9780749457051: Customer Care Excellence: How to Create an Effective Customer Focus: Volume 6

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.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

Descrizione del libro:

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.

L'autore:

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.

Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.

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Sarah Cook
Editore: KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
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Descrizione libro KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES, 2011. Paperback. Condizione libro: New. with Sewing. Codice libro della libreria VIVA-9780749457051

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Sarah Cook
Editore: Kogan Page (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
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Descrizione libro Kogan Page, 2011. Soft cover. Condizione libro: New. Codice libro della libreria 324265

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Sarah Cook
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Descrizione libro KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES. Condizione libro: New. Codice libro della libreria AVS-9780749457051

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Sarah Cook
Editore: KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuovi Paperback Quantità: 20
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(New Delhi, DELHI, India)
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Descrizione libro KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES, 2011. Paperback. Condizione libro: New. with Sewing. Codice libro della libreria VIVA-9780749457051

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Sarah Cook
Editore: KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES
ISBN 10: 0749457058 ISBN 13: 9780749457051
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Descrizione libro KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES. Condizione libro: New. Codice libro della libreria AVS-9780749457051

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Editore: Kogan Page Limited/Viva Books (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
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Descrizione libro Kogan Page Limited/Viva Books, 2011. Softcover. Condizione libro: New. First edition. 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 sixth edition of Customer Care Excellence recognizes these trends and demonstrates in a clear, 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 successful results. It explains how to exceed customer expectations at the front line, creating a memorable customer experience and encouraging an emotional connection with the brand. This edition also includes: ? investigation into the effects of blogging and social networking on customer behavior ? additional information on how employee engagement leads to customer engagement ? new material on employee training methods, covering the use of podcasts, webcasts and videos ? updated international case studies, plus new examples from Virgin, Aviva and eBay This fully updated edition is essential reading for all those in business looking to improve their customer care, and consequently improve profits, employee morale, standing and reputation. Contents: An introduction to customer care : Service in a competitive environment ? The changing nature of customer service ? Changing customer behaviour and expectation ? Customer retention ? What is excellent service? ? Personal versus material service ? Embracing change ? Contact centres ? The internet ? Social networking ? Customer Relationship Management (CRM) ? How to create a customer focus ? The service/value chain ? Summary ? Action checklist ? How managers need to drive and support a service strategy: Start from the top ? Mission and vision ? Values ? Objectives ? Strategy ? Summary ? Action checklist ? Listening to customers : Barriers to listening ? The monitoring of complaints and compliments ? The value of listening to customers ? Monitoring customer satisfaction ? Where and when to measure ? Measuring customer loyalty ? Continuous improvement ? Involving employees when you measure ? Recognizing achievement ? Involving head office departments in the measurement process ? Canvassing the view of other stakeholders ? Best practice benchmarking ? Balanced scorecard ? Summary ? Action checklist ? Implementing a service excellence strategy : Continuous improvement ? Marketing a service strategy ? Managers lead the way ? High or low key? ? Summary ? Action checklist ? Empowerment and ownership : Valued people value customers ? Myths about empowerment ? What should organizations do to encourage empowerment? ? Service recovery and empowerment ? Employee engagement ? Summary ? Action checklist ? The internal customer : Everyone has a customer ? Developing understanding of internal customer needs ? Process improvement ? Don?t forget suppliers, alliances and partners ? Standards and charters ? Service-level agreements ? Suggestion schemes ? Employee engagement ? Summary ? Action checklist ? Training and development for customer service : The growing importance of training and development in customer service ? Identifying training and development objectives ? Training and development for managers ? Managers as facilitators ? Customer service training for front-line and support staff ? The learning organization ? Build customer service into all training and development activities ? Review and refresh training and development ? Summary ? Action checklist ? Communications : Disseminating the message ? Developing a communications strategy ? Sell don?t tell ? Reinforcing the mess Printed Pages: 288. Codice libro della libreria 55174

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Descrizione libro Paperback. Condizione libro: New. This is an International Edition Brand New Paperback Same Title Author and Edition as listed. ISBN and Cover design differs. Similar Contents as U.S Edition. Standard Delivery within 6-14 business days ACROSS THE GLOBE. We can ship to PO Box address in US. International Edition Textbooks may bear a label "Not for sale in the U.S. or Canada" or "For sale in Asia only" or similar restrictions- printed only to discourage students from obtaining an affordable copy. US Court has asserted your right to buy and use International edition. Access code/CD may not provided with these editions. We may ship the books from multiple warehouses across the globe including Asia depending upon the availability of inventory. Printed in English. Customer satisfaction guaranteed. Codice libro della libreria OS9780749457051

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8.

Sarah Cook
Editore: Kogan Page Limited/Viva Books (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuovi Softcover Prima edizione Quantità: > 20
Da
A - Z Books
(New Delhi, DELHI, India)
Valutazione libreria
[?]

Descrizione libro Kogan Page Limited/Viva Books, 2011. Softcover. Condizione libro: New. First edition. 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 sixth edition of Customer Care Excellence recognizes these trends and demonstrates in a clear, practical way how to develop and sustain a customer-service focus. The book places great emphasis on the strategic aspects of customer care â€" gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service â€" ensuring successful results. It explains how to exceed customer expectations at the front line, creating a memorable customer experience and encouraging an emotional connection with the brand. This edition also includes: • investigation into the effects of blogging and social networking on customer behavior • additional information on how employee engagement leads to customer engagement • new material on employee training methods, covering the use of podcasts, webcasts and videos • updated international case studies, plus new examples from Virgin, Aviva and eBay This fully updated edition is essential reading for all those in business looking to improve their customer care, and consequently improve profits, employee morale, standing and reputation. Contents: An introduction to customer care : Service in a competitive environment • The changing nature of customer service • Changing customer behaviour and expectation • Customer retention • What is excellent service? • Personal versus material service • Embracing change • Contact centres • The internet • Social networking • Customer Relationship Management (CRM) • How to create a customer focus • The service/value chain • Summary • Action checklist • How managers need to drive and support a service strategy: Start from the top • Mission and vision • Values • Objectives • Strategy • Summary • Action checklist • Listening to customers : Barriers to listening • The monitoring of complaints and compliments • The value of listening to customers • Monitoring customer satisfaction • Where and when to measure • Measuring customer loyalty • Continuous improvement • Involving employees when you measure • Recognizing achievement • Involving head office departments in the measurement process • Canvassing the view of other stakeholders • Best practice benchmarking • Balanced scorecard • Summary • Action checklist • Implementing a service excellence strategy : Continuous improvement • Marketing a service strategy • Managers lead the way • High or low key? • Summary • Action checklist • Empowerment and ownership : Valued people value customers • Myths about empowerment • What should organizations do to encourage empowerment? • Service recovery and empowerment • Employee engagement • Summary • Action checklist • The internal customer : Everyone has a customer • Developing understanding of internal customer needs • Process improvement • Don’t forget suppliers, alliances and partners • Standards and charters • Service-level agreements • Suggestion schemes • Employee engagement • Summary • Action checklist • Training and development for customer service : The growing importance of training and development in customer service • Identifying training and development objectives • Training and development for managers • Managers as facilitators • Customer service training for front-line and support staff • The learning organization • Build customer service into all training and development activities • Review and refresh training and development • Summary • Action checklist • Communications : Disseminating the message • Developing a communications strategy • Sell don’t tell • Reinf. Codice libro della libreria 55174

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Descrizione libro Condizione libro: Brand New. Brand New Original US Edition, Perfect Condition. Printed in English. Excellent Quality, Service and customer satisfaction guaranteed!. Codice libro della libreria AIND-23297

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Cook
ISBN 10: 0749457058 ISBN 13: 9780749457051
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Descrizione libro Paperback. Condizione libro: New. Softcover Book, Condition: New. 6th Edition. [Please Read Carefully Before Buying], This Is An International Edition. Printed In Black and White. 288 pages, Book Cover And ISBN No May Be Different From US Edition. Restricted Sales Disclaimer Wordings Not For Sales In USA And Canada May Be Printed On The Cover Of The Book. Standard Shipping 7-14 Business Days. Expedited Shiping 4-8 Business Days. ***WE DO NOT ENTERTAIN BULK ORDERS.*** The Books May Be Ship From Overseas For Inventory Purpose. Codice libro della libreria 324120

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