Customer Care Excellence: How to Create an Effective Customer Focus

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Kogan Page Publishers, 2008 - Business & Economics - 280 pages
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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.
  

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Contents

1 An introduction to customer care
1
2 How managers need to drive and support a service strategy
39
3 Listening to customers
89
4 Implementing a service excellence strategy
132
5 Empowerment and ownership
145
6 The internal customer
162
7 Training and development for customer service
184
8 Communications
210
9 Recognition and reward
231
10 Sustaining a customer focus
251
Additional sources of information
270
References
272
Index
273
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About the author (2008)

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.

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