Customer care excellence : how to create an effective customer focus /
Cook, Sarah, 1955-
Customer care excellence : how to create an effective customer focus / Sarah Cook. - 6th ed. - London ; Philadelphia : Kogan Page, 2011. - viii, 278 pages : illustrations ; 24 cm
Includes bibliographical references and index.
An introduction to customer care -- How managers need to drive and support a service strategy -- Listening to customers -- Implementing a service excellence strategy -- Empowerment and ownership -- The internal customer -- Training and development for customer service -- Communications -- Recognition and reward -- Sustaining a customer focus.
"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."--Publisher description.
9780749457051 0749457058 9780749453510 0749453516
Kogan Page Ltd, C/O Ingram Pub Services 1 Ingram Blvd, LA Vergne, TN, USA, 37086 SAN 631-8630
2010023892
Customer relations.
Customer services.
Total quality management.
Total Quality Management
Service �a la client�ele.
Qualit�e totale.
Customer relations.
Customer services.
Total quality management.
HF5415.5 / .C6635 2011
658.812 COO
Customer care excellence : how to create an effective customer focus / Sarah Cook. - 6th ed. - London ; Philadelphia : Kogan Page, 2011. - viii, 278 pages : illustrations ; 24 cm
Includes bibliographical references and index.
An introduction to customer care -- How managers need to drive and support a service strategy -- Listening to customers -- Implementing a service excellence strategy -- Empowerment and ownership -- The internal customer -- Training and development for customer service -- Communications -- Recognition and reward -- Sustaining a customer focus.
"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."--Publisher description.
9780749457051 0749457058 9780749453510 0749453516
Kogan Page Ltd, C/O Ingram Pub Services 1 Ingram Blvd, LA Vergne, TN, USA, 37086 SAN 631-8630
2010023892
Customer relations.
Customer services.
Total quality management.
Total Quality Management
Service �a la client�ele.
Qualit�e totale.
Customer relations.
Customer services.
Total quality management.
HF5415.5 / .C6635 2011
658.812 COO