Customer care excellence

Contributor(s):

Cook, Sarah [Author]

Material type: Text

TextLanguage: English Publication details: Kogan Page, 2011Edition: 6ª edDescription: x + 279 p. ; 23 cmISBN:

9780749457051

Subject(s):

Online resources:

Click here to access online

Contents:

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.--

Summary: 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. ;

Holdings ( 1 )
Title notes ( 2 )

Holdings
Item type	Current library	Call number	Status	Date due	Barcode
Book	TBS Barcelona Libre acceso	HF5415.5 COO (Browse shelf(Opens below))	Available		B04646

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Previous	HF5415.335 PYP Métodos y técnicas para que le acepten los precios	HF5415.5 BRO CRM. Costumer Relationship Management	HF5415.5 BUT Customer relationship management	HF5415.5 COO Customer care excellence	HF5415.5 COO The entrepreneur's guide to customer development	HF5415.5 COO The entrepreneur's guide to customer development	HF5415.5 CUR The customer marketing method	Next

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. ;