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

by Sarah Cook Kogan Page
Pub Date:
11/2010
ISBN:
9780749457051
Format:
Pbk 288 pages
Price:
AU$69.00 NZ$72.17
Product Status: Available in Approx 14 days
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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.

    • Chapter - 01: An introduction to customer care;
    • Chapter - 02: How managers need to drive and support a service strategy;
    • Chapter - 03: Listening to customers;
    • Chapter - 04: Implementing a service excellence strategy;
    • Chapter - 05: Empowerment and ownership;
    • Chapter - 06: The internal customer;
    • Chapter - 07: Training and development for customer service;
    • Chapter - 08: Communications;
    • Chapter - 09: Recognition and reward;
    • Chapter - 10: Sustaining a customer focus

''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''
Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists. She is the author of The Essential Guide to Employee Engagement, Change Management Excellence, Customer Care Excellence and Practical Benchmarking, all published by Kogan Page.