Customer Care

by SarahCook (Author)

• Used

  Paperback
  1997

  $5.65

  The author draws on her experience of working with European companies to provide a comprehensive action plan for developing an effective customer care programme. The book covers the routine subjects of customer- service-point-of-sale, speed of delivery and follow-up, but emphasis is also placed on more strategic aspects, where the reader is taken logically through every stage in the process of developing, implementing and measuring the benefits of a programme. The ethos of total quality management and staff motivation as a way of ensuring results is emphasized.

• Used

  Paperback
  1992

  $6.17

  As competitiveness increases, many organizations have realized that they cannot compete on price alone and have developed strategies for providing superior customer service to gain a competitive edge. And surveys show that such service-driven companies can charge more for their products and services, grow twice as fast as their competitors and gain a greater market share. Sarah Cook draws on her considerable experience of working with European companies to provide a comprehensive action plan for developing a sophisticated and effective quality-driven customer care programme. While covering the more routine matters of customer service - point-of-sale, speed of delivery, follow-up - the author gives great emphasis to the strategic aspects. The reader is taken logically through every stage in the process of developing, implementing and measuring the benefits of a programme. Great emphasis is given to the ethos of total quality management and staff motivation in ensuring results. Packed with practical guidelines and innovative ideas, this book offers an approach for anyone in business looking to gain a competitive edge.