Customer Care Excellence: How To Create An Effective Customer Focus - Brossura

Cook, Sarah

Brossura

ISBN 10: 0749457058 ISBN 13: 9780749457051

Casa editrice: Kogan Page, 2010

Riassunto

With more choice than ever before, customers today have high expectations of products and services. Businesses need a top-notch customer services system in place, and Customer Care Excellence explains how to achieve just that.

In clear, practical language, this book explains how to develop and sustain a customer-service focus within a company. Emphasizing both strategic and practical aspects of customer service, the author explains how gaining customer commitment and motivating employees to deliver excellent service can ensure successful results and satisfied customers.

This new edition includes material on how online technology has affected customer service, illustrated with examples from Virgin, Tesco and eBay. With clear diagrams and each chapter ending with an action checklist, Customer Care Excellence is an up-to-date guide to maintaining quality customer service.

Su questo libro

Descrizione del libro:

Full of practical and strategic advice; helpful checklists and diagrams provide a route-map for success

New material examines the impact of employee engagement, social networking and blogging, and also evaluates employee training methods (eg podcasts, web casts and videos)

Updated international case studies and examples now include eBay, Virgin and Aviva

Addresses the issue of customer care and offers useful advice on maintaining loyalty within an ever more sophisticated and demanding customer baseInformative and useful for anybody involved in customer relations.

Business Age

L'autore:

Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists.

Su questa edizione

• Editore: Kogan Page
• Data di pubblicazione: 2010
• ISBN 10: 0749457058
• ISBN 13: 9780749457051
• Rilegatura: Copertina flessibile
• Numero edizione: 6
• Numero di pagine: 288