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Titolo: Customer Care Excellence, Sixth Edition: How...
Casa editrice: Kogan Page Limited/Viva Books
Data di pubblicazione: 2011
Condizione libro: New
Edizione: First edition.
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.
Sarah Cook is a management development consultant who specializes in leadership, service excellence, and culture change. She is currently Managing Director of the Stairway Consultancy. She previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consulting firm.
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