Customer Care Excellence: How to Create an Effective Customer Focus (Customer Care Excellence: How to Create an Effective Customer Care)5th Edition - Softcover

Cook, Sarah

Softcover

ISBN 10: 0749450665 ISBN 13: 9780749450663

Publisher: Kogan Page, 2008

Synopsis

Customer loyalty is essential to the long term financial success of a business, but 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 care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers. This new edition includes material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco and eBay.

About this title

About the Author:

Sarah Cook is a management development consultant who specializes in leadership, service excellence, and culture change.  She is currently Managing Director of the Stairway Consultancy. She previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consulting firm.

Review:

""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

About this edition

• Publisher: Kogan Page
• Publication date: 2008
• ISBN 10: 0749450665
• ISBN 13: 9780749450663
• Binding: Paperback
• Edition number: 5
• Number of pages: 256