Customer Care Excellence by Sarah Cook

Customer Care Excellence by Sarah Cook

Today's consumers are sophisticated, well-informed and have high expectations of the services they want to receive. Companies that do not face up to these changes will lose market share. The fourth edition of this title recognizes these trends and demonstrates, in a practical way, how to develop and sustain a customer-service focus. Emphasis is placed on the importance of the strategic aspects of customer care - gaining commitment, listening to customers, developing a customer-care ethos and staff motivation - in ensuring successful results. The volume also explains how to deliver an excellent service at the front line, covering personal service, speed of delivery and service recovery.

SKU	Unavailable
ISBN 13
Title	Customer Care Excellence
Author	Sarah Cook
Condition	Unavailable
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Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.