Can I read Customer Care Excellence: How to Create an Effective Customer Focus (Customer Care Excellence: How to Create an Effective Customer Care)5th Edition on EtoBox?

Customer Care Excellence: How to Create an Effective Customer Focus (Customer Care Excellence: How to Create an Effective Customer Care)5th Edition by Sarah Cook is a nonfiction available to read on EtoBox.

What is Customer Care Excellence: How to Create an Effective Customer Focus (Customer Care Excellence: How to Create an Effective Customer Care)5th Edition about?

Customer Care Excellence sets the scene for customer care against a backdrop of increasing customer expectations, globalization and developing technology. Using international case studies and examples (including ebay, Virgin and Aviva) it looks to define really excellent service and shows how organizations can create customer focus. Content: An introduction to customer care -- How managers need to drive and support a service strategy -- Listening to customers -- Implementing a service excellence strategy -- Empowerment and ownership -- The internal customer -- Training and development for customer service -- Communications -- Recognition and reward -- Sustaining a customer focus. Abstract: 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 and convenience, and will not be 'sold to' or manipulated. Companies that do not face up to these changes will lose market share. Read more...

Who reads Customer Care Excellence: How to Create an Effective Customer Focus (Customer Care Excellence: How to Create an Effective Customer Care)5th Edition?

Author

Sarah Cook

Publisher

Kogan Page Publishers

Published

2011

Language

EN

ISBN

9786611228927

Category

nonfiction

Subjects

Management, Business, Finance