Customer Care Excellence by Sarah Cook
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 products and services. 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 new edition also includes new material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco, John Lewis and eBay.
"addresses the issue of customer care and 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 "this is certainly a classic...suggests that by outstanding service, and building better relationships with customers, companies will reap rewards." reading evening post "cook describes, for business managers, how to develop and sustain customer service focus." book news, library publication - usa, spring 2008
Sarah Cook is a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.
| SKU | Unavailable |
| ISBN 13 | 9780749450663 |
| ISBN 10 | 0749450665 |
| Title | Customer Care Excellence |
| Author | Sarah Cook |
| Series | Customer Care Excellence: How To Create An Effective Customer Care Ser |
| Condition | Unavailable |
| Binding Type | Paperback |
| Publisher | Kogan Page Ltd |
| Year published | 2008-01-03 |
| Number of pages | 288 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |