Customer Care Excellence: How to Create an Effective Customer Focus, 4th Edition
- 4h 21m
- Sarah Cook
- Kogan Page
- 2002
Today’s consumers are sophisticated, well informed and have high expectations of the services they want to receive. They want greater choice, speed of service, convenience and will not be “sold to” or manipulated. Companies that do not face up to these changes will lose market share.
This fourth edition of Customer Care Excellence recognises these trends and demonstrates in a clear, practical way how to develop and sustain a customer-service focus. The book places a great emphasis on the strategic aspects of customer care—gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service—in ensuring successful results.
It also explains how to exceed customer expectation at the front line, covering personal service, speed of delivery and the importance of service recovery as well as creating a service culture internally.
About the Author
Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists. She is also the author of Practical Benchmarking and How to Improve Your Customer Service, both published by Kogan Page.
In this Book
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An Introduction to Customer Care
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How Managers Need to Drive and Support a Service Strategy
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Listening to Customers
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Implementing a Customer Care Strategy
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Empowerment and Ownership
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The Internal Customer
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Training and Development for Customer Service
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Communications
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Recognition and Reward
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Sustaining a Customer Focus
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Additional Sources of Information
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References
