Effective Customer Care: Understand Needs, Improve Service, Build Relationships (Sunday Times Creating Success)

4.5 avg rating
( 2 ratings by Goodreads )
 
9780749459970: Effective Customer Care: Understand Needs, Improve Service, Build Relationships (Sunday Times Creating Success)
View all copies of this ISBN edition:
 
 

Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty...and thus increase profits.
The book covers every aspect of the customer care process including how to: find out what your customer wants rather than what you think they want; stop losing business, and gain market share; create a customer-focused team; achieve continuous improvement; develop robust problem-solving techniques, and reduce complaints; break down internal communication barriers; get your customers to be an "active reference" for you.
Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, Effective Customer Care is a must for your business bookshelf.

"synopsis" may belong to another edition of this title.

About the Author:

Pat Wellington has delivered customer service programs throughout the world for over 20 years. She has been the keynote speaker at international conferences in Dubai, Singapore, Malaysia, and Indonesia.  She is currently running customer service programs for the Institute of Management and a cross section of programs in the UK aimed at middle managers.

Review:

"Effective customer care can win, hold and develop customers. This book identifies a major opportunity and is an excellent catalyst to make it happen." - Business Executive

"About this title" may belong to another edition of this title.

Other Popular Editions of the Same Title

9780749460433: Effective Customer Care: Understand Needs, Improve Service, Build Relationships (Creating Success)

Featured Edition

ISBN 10: 0749460431 ISBN 13: 9780749460433
Publisher: Kogan Page, 2010
Softcover

Top Search Results from the AbeBooks Marketplace

Stock Image

1.

Pat Wellington
Published by Kogan Page Limited/Viva Books (2010)
ISBN 10: 0749459972 ISBN 13: 9780749459970
New Softcover First Edition Quantity Available: > 20
Seller:
Vikram Jain Books
(New Delhi, India)

Book Description Kogan Page Limited/Viva Books, 2010. Softcover. Condition: New. First edition. Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty. and thus increase profits. The book covers every aspect of the customer care process including how to: â ¢ find out what your customer wants rather than what you think they want â ¢ stop losing business, and gain market share â ¢ create a customer-focused team â ¢ achieve continuous improvement â ¢ develop robust problem-solving techniques, and reduce complaints â ¢ break down internal communication barriers â ¢ get your customers to be an "active reference" for you Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, Effective Customer Care is a must for your business bookshelf. Contents: Introduction: putting customer care in contextâ ¢ The fundamentals of customer care : Introduction â ¢ The six satisfaction elements â ¢ First contact with an organization: the â moment of service truthâ â ¢ Exceeding expectations and adding value â ¢ Getting to know your customerâ s needs and requirements: Introductionâ ¢ Where to gather your information â ¢Benchmarking â ¢ Creating the environment for customer care to flourish â ¢Introduction â ¢ Style of leadership â ¢The framework to monitor and measure performance â ¢ Effective communication with customers and colleagues â ¢Introduction â ¢ Barriers to communication â ¢ Breaking down communication barriers â ¢ Putting it in writing â ¢ E-mail and video conferencing â ¢ Communication on the telephone â ¢ Face-to-face contact â ¢Breaking down inter-team and interdepartmental barriers â ¢Introduction â ¢The internal customer; â ¢ influencing your internal customers â ¢ Complaints, problem solving and quality improvement â ¢ Introduction â ¢Performance response standards â ¢ Resolving problems; quality-improvement activities â ¢ Building long-term customer relationships â ¢ Introduction â ¢ Incentives and loyalty schemes â ¢How to develop an ongoing business relationship with customers â ¢ Referrals; the active reference principle â ¢ Effectiveness of corporate activities in building long-term customer-care â ¢ Relationships Printed Pages: 144. Seller Inventory # 58437BV

More information about this seller | Contact this seller

Buy New
US$ 4.87
Convert currency

Add to Basket

Shipping: US$ 7.08
From India to U.S.A.
Destination, rates & speeds
Stock Image

2.

Pat Wellington
Published by Kogan Page Limited/Viva Books (2010)
ISBN 10: 0749459972 ISBN 13: 9780749459970
New Softcover First Edition Quantity Available: > 20
Seller:
BookVistas
(New Delhi, India)

Book Description Kogan Page Limited/Viva Books, 2010. Softcover. Condition: New. First edition. Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty. and thus increase profits. The book covers every aspect of the customer care process including how to: â ¢ find out what your customer wants rather than what you think they want â ¢ stop losing business, and gain market share â ¢ create a customer-focused team â ¢ achieve continuous improvement â ¢ develop robust problem-solving techniques, and reduce complaints â ¢ break down internal communication barriers â ¢ get your customers to be an "active reference" for you Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, Effective Customer Care is a must for your business bookshelf. Contents: Introduction: putting customer care in contextâ ¢ The fundamentals of customer care : Introduction â ¢ The six satisfaction elements â ¢ First contact with an organization: the â moment of service truthâ â ¢ Exceeding expectations and adding value â ¢ Getting to know your customerâ s needs and requirements: Introductionâ ¢ Where to gather your information â ¢Benchmarking â ¢ Creating the environment for customer care to flourish â ¢Introduction â ¢ Style of leadership â ¢The framework to monitor and measure performance â ¢ Effective communication with customers and colleagues â ¢Introduction â ¢ Barriers to communication â ¢ Breaking down communication barriers â ¢ Putting it in writing â ¢ E-mail and video conferencing â ¢ Communication on the telephone â ¢ Face-to-face contact â ¢Breaking down inter-team and interdepartmental barriers â ¢Introduction â ¢The internal customer; â ¢ influencing your internal customers â ¢ Complaints, problem solving and quality improvement â ¢ Introduction â ¢Performance response standards â ¢ Resolving problems; quality-improvement activities â ¢ Building long-term customer relationships â ¢ Introduction â ¢ Incentives and loyalty schemes â ¢How to develop an ongoing business relationship with customers â ¢ Referrals; the active reference principle â ¢ Effectiveness of corporate activities in building long-term customer-care â ¢ Relationships Printed Pages: 144. Seller Inventory # 58437

More information about this seller | Contact this seller

Buy New
US$ 4.87
Convert currency

Add to Basket

Shipping: US$ 7.08
From India to U.S.A.
Destination, rates & speeds
Seller Image

3.

Wellington, Pat
Published by Kogan Page 7/1/2010 (2010)
ISBN 10: 0749459972 ISBN 13: 9780749459970
New Paperback or Softback Quantity Available: 10
Seller:
BargainBookStores
(Grand Rapids, MI, U.S.A.)

Book Description Kogan Page 7/1/2010, 2010. Paperback or Softback. Condition: New. Effective Customer Care: Understand Needs, Improve Service, Build Relationships. Book. Seller Inventory # BBS-9780749459970

More information about this seller | Contact this seller

Buy New
US$ 12.90
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds
Stock Image

4.

Wellington, Pat
ISBN 10: 0749459972 ISBN 13: 9780749459970
New Quantity Available: 5
Seller:
GreatBookPrices
(Columbia, MD, U.S.A.)

Book Description Condition: New. Seller Inventory # 7803068-n

More information about this seller | Contact this seller

Buy New
US$ 10.68
Convert currency

Add to Basket

Shipping: US$ 2.64
Within U.S.A.
Destination, rates & speeds
Stock Image

5.

Wellington, Pat
Published by Kogan Page
ISBN 10: 0749459972 ISBN 13: 9780749459970
New PAPERBACK Quantity Available: 10
Seller:
Lakeside Books
(Benton Harbor, MI, U.S.A.)

Book Description Kogan Page. PAPERBACK. Condition: New. 0749459972 BRAND NEW, GIFT QUALITY! NOT OVERSTOCKS OR MARKED UP REMAINDERS! DIRECT FROM THE PUBLISHER!|VCF. Seller Inventory # OTF-S-9780749459970

More information about this seller | Contact this seller

Buy New
US$ 9.34
Convert currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, rates & speeds
Stock Image

6.

Pat Wellington
ISBN 10: 0749459972 ISBN 13: 9780749459970
New Paperback Quantity Available: 1
Seller:
Grand Eagle Retail
(Wilmington, DE, U.S.A.)

Book Description 2010. Paperback. Condition: New. Paperback. Singapore. "Effective Customer Care" shows readers how to use research to understand what customers actually want, not what one might assume they want. It gives tips on how to ho.Shipping may be from multiple locations in the US or from the UK, depending on stock availability. 130 pages. 0.227. Seller Inventory # 9780749459970

More information about this seller | Contact this seller

Buy New
US$ 19.49
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds
Stock Image

7.

Wellington, Pat
Published by Kogan Page (2017)
ISBN 10: 0749459972 ISBN 13: 9780749459970
New Paperback Quantity Available: 10
Print on Demand
Seller:
Ria Christie Collections
(Uxbridge, United Kingdom)

Book Description Kogan Page, 2017. Paperback. Condition: New. PRINT ON DEMAND Book; New; Publication Year 2017; Fast Shipping from the UK. No. book. Seller Inventory # ria9780749459970_lsuk

More information about this seller | Contact this seller

Buy New
US$ 17.34
Convert currency

Add to Basket

Shipping: US$ 3.69
From United Kingdom to U.S.A.
Destination, rates & speeds
Stock Image

8.

Pat Wellington
ISBN 10: 0749459972 ISBN 13: 9780749459970
New Quantity Available: 1
Seller:
Devils in the Detail Ltd
(Oxford, United Kingdom)

Book Description Condition: New. Picture Shown is for Illustration Purposes Only, Please See Below For Further Details CONDITION ? NEW shipped from the UK. Seller Inventory # 913/BT/189P 970

More information about this seller | Contact this seller

Buy New
US$ 6.35
Convert currency

Add to Basket

Shipping: US$ 14.79
From United Kingdom to U.S.A.
Destination, rates & speeds
Stock Image

9.

Wellington, Pat
Published by Kogan Page
ISBN 10: 0749459972 ISBN 13: 9780749459970
New PAPERBACK Quantity Available: > 20
Seller:
Russell Books
(Victoria, BC, Canada)

Book Description Kogan Page. PAPERBACK. Condition: New. 0749459972 Special order direct from the distributor. Seller Inventory # ING9780749459970

More information about this seller | Contact this seller

Buy New
US$ 14.95
Convert currency

Add to Basket

Shipping: US$ 6.99
From Canada to U.S.A.
Destination, rates & speeds
Stock Image

10.

Pat Wellington
Published by Kogan Page (2012)
ISBN 10: 0749459972 ISBN 13: 9780749459970
New Paperback Quantity Available: 1
Seller:
Ergodebooks
(RICHMOND, TX, U.S.A.)

Book Description Kogan Page, 2012. Paperback. Condition: New. Seller Inventory # DADAX0749459972

More information about this seller | Contact this seller

Buy New
US$ 20.47
Convert currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, rates & speeds

There are more copies of this book

View all search results for this book