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"Effective customer care can win, hold and develop customers. This book identifies a major opportunity and is an excellent catalyst to make it happen."
Business Executive
Description: Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty... and thus increase profits.
The book covers every aspect of the customer care process including how to:
¢ find out what your customer wants rather than what you think they want
¢ stop losing business, and gain market share
¢ create a customer-focused team
¢ achieve continuous improvement
¢ develop robust problem-solving techniques, and reduce complaints
¢ break down internal communication barriers
¢ get your customers to be an "active reference" for you
Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, Effective Customer Care is a must for your business bookshelf.
Contents: Introduction: putting customer care in context¢ The fundamentals of customer care : Introduction ¢ The six satisfaction elements ¢ First contact with an organization: the ˜moment of service truth`¢ Exceeding expectations and adding value ¢ Getting to know your customer`s needs and requirements: Introduction¢ Where to gather your information ¢Benchmarking ¢ Creating the environment for customer care to flourish ¢Introduction ¢ Style of leadership ¢The framework to monitor and measure performance ¢ Effective communication with customers and colleagues ¢Introduction ¢ Barriers to communication ¢ Breaking down communication barriers ¢ Putting it in writing ¢ E-mail and video conferencing ¢ Communication on the telephone ¢ Face-to-face contact ¢Breaking down inter-team and interdepartmental barriers ¢Introduction ¢The internal customer; ¢ influencing your internal customers ¢ Complaints, problem solving and quality improvement ¢ Introduction ¢Performance response standards ¢ Resolving problems; quality-improvement activities ¢ Building long-term customer relationships ¢ Introduction ¢ Incentives and loyalty schemes ¢How to develop an ongoing business relationship with customers ¢ Referrals; the active reference principle ¢ Effectiveness of corporate activities in building long-term customer-care ¢ Relationships
About the Author: Pat Wellington is an internationally recognized management consultant who specialises in customer care, business development, team building and personal effectiveness. Her work with client has not only helped build skills and competencies but also brought tangible results in terms of productivity and profitability
Target Audience: Customer Service Executivies.
Special prices are applicable to the authorised sales territory only.
Prices are subject to change without prior notice.
ISBN 9780749459970
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Pages : 144
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