"addresses the issue of customer care and 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 "this is certainly a classic...suggests that by outstanding service, and building better relationships with customers, companies will reap rewards." reading evening post "cook describes, for business managers, how to develop and sustain customer service focus." book news, library publication - usa, spring 2008Reseña del editor:
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 products and services. 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 new edition also includes new material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco, John Lewis and eBay.
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Descripción Kogan Page, 2008. Paperback. Estado de conservación: New. 5th. Nº de ref. de la librería DADAX0749450665
Descripción Kogan Page, 2008. Paperback. Estado de conservación: New. book. Nº de ref. de la librería 0749450665
Descripción Kogan Page Ltd, 2008. Paperback. Estado de conservación: Brand New. 5th edition. 280 pages. 9.25x6.00x1.00 inches. In Stock. Nº de ref. de la librería zk0749450665
Descripción Kogan Page, 2008. Paperback. Estado de conservación: New. Nº de ref. de la librería P110749450665
Descripción Kogan Page, 2008. Paperback. Estado de conservación: New. New item. Nº de ref. de la librería QX-158-56-6978706