Customer Care Excellence [Paperback]Create an Effective Customer Service Strategyby Sarah Cook
Not yet published, no due date - can be pre-ordered Description of Customer Care ExcellenceToday’s consumers are sophisticated, well informed and have high expectations of the services they want to receive. They want greater choice, speed of service and convenience, and will not be ‘sold to’ or manipulated. Companies that do not face up to these changes will lose market share.This Fourth Edition of Customer Care recognises these trends and demonstrates, in a clear, practical way, how to develop and sustain a customer-service focus. The book places a great emphasis on the importance of strategic aspects of customer care -- gaining commitment, listening to customers, developing a customer-care ethos and staff motivation -- in ensuring successful results. It also explains how to deliver an excellent service at the front line, covering personal service, speed of delivery and service recovery. The book takes a refreshing and unique approach, and is important reading for anyone in business looking to improve their customer care, and consequently improve profits, staff morale, standing and reputation. Title Information
Press and Industry Reviews‘This book addresses the issue of customer care and offers useful advice on maintaining loyalty within an ever more sophisticated and demanding customer base. …this is informative and useful for anybody involved in customer relations.’BUSINESS AGE 'Bursting with practical advice for all levels of practitioner' Management Services 'The book is liberally peppered with illustrative examples and statistics, and maintains a lively and engaging style - a joy to read!' TRAINING JOURNAL Write a review of this book Customer Reviews from AmazonAbout Sarah CookSarah Cook is a management development consultant who specialises in customer care. Sarah has an M.A. from Cambridge University.She gained a further degree (MBA) in 1991. She is a member of the Institute of Personnel Development and the Chartered Institute of Marketing. Sarah worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy before becoming a founder member of The Stairway Consultancy in 1989. Sarah has wide experience of helping public and private sector organisations improve their customer care. She has worked with a wide range of managers as well as front-line and support staff. Sarah speaks regularly at conferences on the topics of customer service Sarah is also a business author and has published the following books with Kogan Page: 'Customer Care' ‘How to Improve Your Customer Service' ‘Practical Benchmarking’ Contents of Customer Care ExcellencePrefaceAcknowledgements 1. An Introduction to Customer Care Service in a competitive environment The changing nature of customer service Changing customer behaviour and expectation Customer retention What is excellent service? Personal versus material service Embracing change Contact centres The Internet Customer Relationship Management (CRM) The service/profit chain Summary Action checklist 2. How Managers Need to Drive and Support a Service Strategy Start from the top Mission and vision Values Objectives Strategy Summary Action checklist 3. Listening to Customers Barriers to listening The monitoring of complaints and compliments The value of listening to customers Monitoring customer satisfaction Where and when to measure Continuous improvement Involving employees when you measure Recognising achievement Involving head office departments in the measurement process Canvass the view of other stakeholders Best practice benchmarking Summary Action checklist 4. Implementing a customer care strategy Continuous improvement Marketing a service strategy Managers lead the way High or low key? Summary Action checklist 5. Empowerment and Ownership Valued people value customers Myths about empowerment What should organisations do to encourage empowerment? Service recovery and empowerment Summary Action checklist 6. The Internal Customer Everyone has a customer Developing understanding of internal customer needs Process improvement Don’t forget suppliers, alliances and partners Standards and charters Service-level agreement Suggestion schemes Employee care Summary Action checklist 7. Training and Development for Customer Service The growth importance of training and development in customer service Identifying training and development objectives Training and development for managers Managers as trainers Customer service training for front-line and support staff The learning organisation Build customer service into all training and development activities Review and refresh training and development Summary Action checklist 8. Communications Disseminating the message Developing a communications strategy Sell don’t tell Reinforcing the message Tips on effective internal communication A communications case study Summary Action checklist 9. Recognition and Reward Motivation Performance management Developing a reward and recognition scheme Review and renew Summary Action checklist 10. Sustaining a Customer Focus Problems in sustaining the focus Developing a maintenance strategy Reviewing progress Reinforcement Summary Additional Sources of Information References Index |
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