Customer Care Excellence - Cook, Sarah
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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,…mehr

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Produktbeschreibung
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.
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Autorenporträt
Sarah Cook is the managing director of The Stairway Consultancy Ltd. She has more than 20 years' consulting experience, specialising in leadership and management development. Before this, Sarah worked for Unilever and as head of customer care for a retail marketing consultancy.She has practical experience helping managers and team members develop their influencing skills at work. She works as an executive coach to help people effectively create a positive impact.Sarah is a business author and has written widely on leadership, career and management development, team building, and coaching. She is a Chartered Fellow of the Chartered Institute of Personnel Development and a Chartered Marketer. She has an MA from the University of Cambridge and an MBA from The Open University. Sarah is an accredited user of a wide range of psychometric and team diagnostic tools.