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Customer Care Excellence: Create an Effective Customer Service Strategy (Professional Paperbacks)

Customer Care Excellence: Create an Effective Customer Service Strategy (Professional Paperbacks)

by SarahCook (Author)

  • Used

    Paperback 2002

    $3.34
Synopsis

Today's consumers are sophisticated, well-informed and have high expectations of the services they want to receive. Companies that do not face up to these changes will lose market share. The fourth edition of this title recognizes these trends and demonstrates, in a practical way, how to develop and sustain a customer-service focus. Emphasis is placed on the importance of the strategic aspects of customer care - gaining commitment, listening to customers, developing a customer-care ethos and staff motivation - in ensuring successful results. The volume also explains how to deliver an excellent service at the front line, covering personal service, speed of delivery and service recovery.

$3.34

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Quantity

2 in stock

More Information

Format: Paperback
 Pages: 248
 Edition: 4th Revised edition
 Publisher: Kogan Page Ltd
Published: 31 May 2002
ISBN 10: 0749437928
ISBN 13: 9780749437923

Media Reviews
This book 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
Author Bio
Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists. She is the author of The Essential Guide to Employee Engagement, Change Management Excellence, Customer Care Excellence and Practical Benchmarking, all published by Kogan Page.