Customer Care Excellence: How to Create an Effective Customer Focus (Customer Care Excellence: How to Create an Effective Customer Care) [Paperback]

Sarah Cook (Author)

Book Description

Series: Customer Care Excellence: How to Create an Effective Customer Care | Publication Date: March 28, 2008

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.

Editorial Reviews

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

About the Author

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.

Product Details

• Paperback: 256 pages
• Publisher: Kogan Page; 5th edition (March 28, 2008)
• Language: English
• ISBN-10: 0749450665
• ISBN-13: 978-0749450663
• Product Dimensions: 1 x 6 x 9.2 inches
• Shipping Weight: 1.2 pounds
• Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #2,026,949 in Books (See Top 100 in Books)

More About the Author

After graduating from Leiths School of Food and Wine in July 2006, Sarah joined the Good Food team as their cookery assistant. Spending much of her time in the kitchen, her tweaking and re-testing of new ideas helped ensure that every recipe had the perfect outcome for the readers. As cookery writer she regularly contributes her own features to the magazine, as well as working closely with many of Good Food's celebrity chefs.

Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

4.0 out of 5 stars Nine helpful rules for achieving customer satisfaction, January 14, 2010

By 

Rolf Dobelli "getAbstract" (Switzerland) - See all my reviews
(HALL OF FAME REVIEWER)    (TOP 500 REVIEWER)    (REAL NAME)   

This review is from: Customer Care Excellence: How to Create an Effective Customer Focus (Customer Care Excellence: How to Create an Effective Customer Care) (Paperback)

Customers' collective buying power can make or break any company. While this may not be news to businesses, customers themselves are now realizing their collective strength and flexing their muscles. That makes customer satisfaction and retention even more crucial. Sarah Cook does a great job of showing the business impact of keeping your customers happy. She cites pivotal studies and tells numerous stories from actual companies to prove her thesis. In unembellished textbook style, she explains what really matters to consumers and how some companies have made their operations more customer-centric. While the book is slightly repetitive, it is also practical and informative. getAbstract recommends it to anyone who wants to build repeat customers and boost employee morale.