Book Categories

Description of Customer Care Excellence

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 the products and services they use. To continue to meet - and even to exceed - these high expectations, 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 fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience.
Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.

Title Information

ISBN:

9780749457051

Pages:

288 pages

Format:

Paperback

Product Code:

512400

Publisher:

Kogan Page Ltd

Published:

03/11/2010

Edition:

6th Revised edition

Write a review of this book

Customer Reviews from Amazon

About Sarah Cook

Sarah Cook is a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.