Customer loyalty is essential to the long term financial success of a business, but with more choice than ever before, customers today have high expectations of products and services. Businesses need a top-notch customer services system in place, and Customer Care Excellence explains how to achieve just that. In clear, practical language, this book explains how to develop and sustain a customer-service focus within a 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 of a company's touch points can ensure successful results and satisfied customers. This new edition includes material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco and eBay.
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Sarah Cook is a management development consultant who specializes in leadership, service excellence, and culture change. She is currently Managing Director of the Stairway Consultancy. She previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consulting firm.Review:
""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
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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. PAPERBACK. Estado de conservación: New. 0749450665 New Condition. Nº de ref. de la librería NEW6.1272041
Descripción Kogan Page, 2008. Paperback. Estado de conservación: New. Nº de ref. de la librería P110749450665
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