Customer Care Excellence

How to Create an Effective Customer Focus

By: Sarah Cook

Write A Review

Paperback | 30 November 2010 | Edition Number 6

At a Glance

Paperback
288 Pages

Edition Type
Revised

Dimensions(cm)
20.5 x 15.5 x 2

Paperback

Limited Stock Available

RRP $63.80

$53.90

16%OFF

or 4 interest-free payments of $13.47 with

In Stock and Aims to ship in 1-2 business days

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.

Industry Reviews

"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

Shipping

	Standard Shipping	Express Shipping
Metro postcodes:	$9.99	$14.95
Regional postcodes:	$9.99	$14.95
Rural postcodes:	$9.99	$14.95

How to return your order

At Booktopia, we offer hassle-free returns in accordance with our returns policy. If you wish to return an item, please get in touch with Booktopia Customer Care.

Additional postage charges may be applicable.