Customer Care Excellence: How to Create an Effective Customer Focus
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."
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1 An introduction to customer care
2 How managers need to drive and support a service strategy
3 Listening to customers
4 Implementing a service excellence strategy
5 Empowerment and ownership
6 The internal customer
7 Training and development for customer service
Other editions - View all
achieve ACTION CHECKLIST areas ASDA award balanced scorecard basis behaviour benchmarking best practice British Airways call centre cent coaching commitment communication company’s competitive complaints contact centres create culture customer focus customer needs customer satisfaction customer service customer service strategy customer service training customer’s employees empowered empowerment encourage ensure environment example excellent service external FedEx focus groups focused GlaxoSmithKline identify important individual internal customer involved Kwik-Fit leaders levels listening to customers loyalty measure members of staff monitor motivation mystery shoppers mystery shopping Nationwide Building Society organization’s ownership people’s performance problems products and services quality philosophy questionnaire recognize recruitment response retailer reward role senior management service excellence service improvement service philosophy service provided service standards skills success suggestion scheme suppliers team members teamwork telephone Tesco Tom Farmer training and development values videos vision zation