Customer Care Excellence: How to Create an Effective Customer Focus: Volume 6 (Customer Care Excellence: How to Create an Effective Customer Care)

4,23 valoración promedio
( 13 valoraciones por GoodReads )
 
9780749457051: Customer Care Excellence: How to Create an Effective Customer Focus: Volume 6 (Customer Care Excellence: How to Create an Effective Customer Care)
Críticas:

"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"

Reseña 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 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.

"Sobre este título" puede pertenecer a otra edición de este libro.

Los mejores resultados en AbeBooks

1.

Sarah Cook
Editorial: KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Paperback Cantidad: 20
Librería
BookVistas
(New Delhi, DELHI, India)
Valoración
[?]

Descripción KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES, 2011. Paperback. Estado de conservación: New. with Sewing. Nº de ref. de la librería VIVA-9780749457051

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 7,53
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,98
De India a Estados Unidos de America
Destinos, gastos y plazos de envío

2.

Sarah Cook
Editorial: Kogan Page (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Soft cover Cantidad: 20
Librería
Books in my Basket
(New Delhi, India)
Valoración
[?]

Descripción Kogan Page, 2011. Soft cover. Estado de conservación: New. Nº de ref. de la librería 324265

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 7,53
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 4,10
De India a Estados Unidos de America
Destinos, gastos y plazos de envío

3.

Sarah Cook
Editorial: KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Cantidad: 10
Librería
BookVistas
(New Delhi, DELHI, India)
Valoración
[?]

Descripción KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES. Estado de conservación: New. Nº de ref. de la librería AVS-9780749457051

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 8,18
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,99
De India a Estados Unidos de America
Destinos, gastos y plazos de envío

4.

Sarah Cook
Editorial: KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Paperback Cantidad: 20
Librería
A - Z Books
(New Delhi, DELHI, India)
Valoración
[?]

Descripción KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES, 2011. Paperback. Estado de conservación: New. with Sewing. Nº de ref. de la librería VIVA-9780749457051

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 7,53
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 4,99
De India a Estados Unidos de America
Destinos, gastos y plazos de envío

5.

Sarah Cook
Editorial: KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Cantidad: 10
Librería
A - Z Books
(New Delhi, DELHI, India)
Valoración
[?]

Descripción KOGAN PAGE LIMITED EPZ/SPECIAL PRICED TITLES. Estado de conservación: New. Nº de ref. de la librería AVS-9780749457051

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 8,18
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 4,99
De India a Estados Unidos de America
Destinos, gastos y plazos de envío

6.

Sarah Cook
Editorial: Kogan Page Limited/Viva Books (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Softcover Primera edición Cantidad: > 20
Librería
BookVistas
(New Delhi, DELHI, India)
Valoración
[?]

Descripción Kogan Page Limited/Viva Books, 2011. Softcover. Estado de conservación: New. First edition. Today?s consumers are sophisticated, well informed and have high expectations of the services they want to receive. They want greater choice, speed of service, convenience and will not be "sold to" or manipulated. Companies that do not face up to these changes will lose market share. This fully updated sixth edition of Customer Care Excellence recognizes these trends and demonstrates in a clear, practical way how to develop and sustain a customer-service focus. The book places great emphasis on the strategic aspects of customer care ? gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service ? ensuring successful results. It explains how to exceed customer expectations at the front line, creating a memorable customer experience and encouraging an emotional connection with the brand. This edition also includes: ? investigation into the effects of blogging and social networking on customer behavior ? additional information on how employee engagement leads to customer engagement ? new material on employee training methods, covering the use of podcasts, webcasts and videos ? updated international case studies, plus new examples from Virgin, Aviva and eBay This fully updated edition is essential reading for all those in business looking to improve their customer care, and consequently improve profits, employee morale, standing and reputation. Contents: 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 ? Social networking ? Customer Relationship Management (CRM) ? How to create a customer focus ? The service/value chain ? Summary ? Action checklist ? How managers need to drive and support a service strategy: Start from the top ? Mission and vision ? Values ? Objectives ? Strategy ? Summary ? Action checklist ? 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 ? Measuring customer loyalty ? Continuous improvement ? Involving employees when you measure ? Recognizing achievement ? Involving head office departments in the measurement process ? Canvassing the view of other stakeholders ? Best practice benchmarking ? Balanced scorecard ? Summary ? Action checklist ? Implementing a service excellence strategy : Continuous improvement ? Marketing a service strategy ? Managers lead the way ? High or low key? ? Summary ? Action checklist ? Empowerment and ownership : Valued people value customers ? Myths about empowerment ? What should organizations do to encourage empowerment? ? Service recovery and empowerment ? Employee engagement ? Summary ? Action checklist ? 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 agreements ? Suggestion schemes ? Employee engagement ? Summary ? Action checklist ? Training and development for customer service : The growing importance of training and development in customer service ? Identifying training and development objectives ? Training and development for managers ? Managers as facilitators ? Customer service training for front-line and support staff ? The learning organization ? Build customer service into all training and development activities ? Review and refresh training and development ? Summary ? Action checklist ? Communications : Disseminating the message ? Developing a communications strategy ? Sell don?t tell ? Reinforcing the mess Printed Pages: 288. Nº de ref. de la librería 55174

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 9,40
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,99
De India a Estados Unidos de America
Destinos, gastos y plazos de envío
Edición internacional
Edición internacional

7.

Cook, Sarah
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Paperback Cantidad: > 20
Edición internacional
Librería
US_Superfast_Bookstore
(New Castle, DE, Estados Unidos de America)
Valoración
[?]

Descripción Paperback. Estado de conservación: New. This is an International Edition Brand New Paperback Same Title Author and Edition as listed. ISBN and Cover design differs. Similar Contents as U.S Edition. Standard Delivery within 6-14 business days ACROSS THE GLOBE. We can ship to PO Box address in US. International Edition Textbooks may bear a label "Not for sale in the U.S. or Canada" or "For sale in Asia only" or similar restrictions- printed only to discourage students from obtaining an affordable copy. US Court has asserted your right to buy and use International edition. Access code/CD may not provided with these editions. We may ship the books from multiple warehouses across the globe including Asia depending upon the availability of inventory. Printed in English. Customer satisfaction guaranteed. Nº de ref. de la librería OS9780749457051

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 11,62
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 2,45
A Estados Unidos de America
Destinos, gastos y plazos de envío

8.

Sarah Cook
Editorial: Kogan Page Limited/Viva Books (2011)
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Softcover Primera edición Cantidad: > 20
Librería
A - Z Books
(New Delhi, DELHI, India)
Valoración
[?]

Descripción Kogan Page Limited/Viva Books, 2011. Softcover. Estado de conservación: New. First edition. Today’s consumers are sophisticated, well informed and have high expectations of the services they want to receive. They want greater choice, speed of service, convenience and will not be "sold to" or manipulated. Companies that do not face up to these changes will lose market share. This fully updated sixth edition of Customer Care Excellence recognizes these trends and demonstrates in a clear, practical way how to develop and sustain a customer-service focus. The book places great emphasis on the strategic aspects of customer care â€" gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service â€" ensuring successful results. It explains how to exceed customer expectations at the front line, creating a memorable customer experience and encouraging an emotional connection with the brand. This edition also includes: • investigation into the effects of blogging and social networking on customer behavior • additional information on how employee engagement leads to customer engagement • new material on employee training methods, covering the use of podcasts, webcasts and videos • updated international case studies, plus new examples from Virgin, Aviva and eBay This fully updated edition is essential reading for all those in business looking to improve their customer care, and consequently improve profits, employee morale, standing and reputation. Contents: 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 • Social networking • Customer Relationship Management (CRM) • How to create a customer focus • The service/value chain • Summary • Action checklist • How managers need to drive and support a service strategy: Start from the top • Mission and vision • Values • Objectives • Strategy • Summary • Action checklist • 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 • Measuring customer loyalty • Continuous improvement • Involving employees when you measure • Recognizing achievement • Involving head office departments in the measurement process • Canvassing the view of other stakeholders • Best practice benchmarking • Balanced scorecard • Summary • Action checklist • Implementing a service excellence strategy : Continuous improvement • Marketing a service strategy • Managers lead the way • High or low key? • Summary • Action checklist • Empowerment and ownership : Valued people value customers • Myths about empowerment • What should organizations do to encourage empowerment? • Service recovery and empowerment • Employee engagement • Summary • Action checklist • 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 agreements • Suggestion schemes • Employee engagement • Summary • Action checklist • Training and development for customer service : The growing importance of training and development in customer service • Identifying training and development objectives • Training and development for managers • Managers as facilitators • Customer service training for front-line and support staff • The learning organization • Build customer service into all training and development activities • Review and refresh training and development • Summary • Action checklist • Communications : Disseminating the message • Developing a communications strategy • Sell don’t tell • Reinf. Nº de ref. de la librería 55174

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 9,40
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 4,99
De India a Estados Unidos de America
Destinos, gastos y plazos de envío

9.

Sarah Cook
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Cantidad: 5
Librería
firstbookstore
(New Delhi, India)
Valoración
[?]

Descripción Estado de conservación: Brand New. Brand New Original US Edition, Perfect Condition. Printed in English. Excellent Quality, Service and customer satisfaction guaranteed!. Nº de ref. de la librería AIND-23297

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 18,00
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
De India a Estados Unidos de America
Destinos, gastos y plazos de envío
Edición internacional
Edición internacional

10.

Cook
ISBN 10: 0749457058 ISBN 13: 9780749457051
Nuevos Paperback Cantidad: 5
Edición internacional
Librería
PRIORITY BOOKS
(springfield, VA, Estados Unidos de America)
Valoración
[?]

Descripción Paperback. Estado de conservación: New. Softcover Book, Condition: New. 6th Edition. [Please Read Carefully Before Buying], This Is An International Edition. Printed In Black and White. 288 pages, Book Cover And ISBN No May Be Different From US Edition. Restricted Sales Disclaimer Wordings Not For Sales In USA And Canada May Be Printed On The Cover Of The Book. Standard Shipping 7-14 Business Days. Expedited Shiping 4-8 Business Days. ***WE DO NOT ENTERTAIN BULK ORDERS.*** The Books May Be Ship From Overseas For Inventory Purpose. Nº de ref. de la librería 324120

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 15,80
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,69
A Estados Unidos de America
Destinos, gastos y plazos de envío

Existen otras copia(s) de este libro

Ver todos los resultados de su búsqueda