Customer Care Excellence
How to Create an Effective Customer Focus
5th Edition
Published on 3. January 2008
Book
Paperback/Softback
288 pages
978-0-7494-5066-3 (ISBN)
Description
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.
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 / Votes
"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 2008More details
Edition
5th Revised edition
Language
English
Place of publication
London
United Kingdom
Target group
College/higher education
Professional and scholarly
Edition type
Revised edition
Product notice
Paperback (trade)
Dimensions
Height: 234 mm
Width: 153 mm
ISBN-13
978-0-7494-5066-3 (9780749450663)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Book
11/2010
6th Edition
Kogan Page Ltd
€47.30
Shipment within 10-20 days
Previous edition
Book
05/2002
4th Edition
Kogan Page Ltd
€44.70
Article exhausted; check for reprint
Person
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.
Content
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.
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.