Academic journal article Manager

CUSTOMER CARE EXCELLENCE: How to Create an Effective Customer Focus

Academic journal article Manager

CUSTOMER CARE EXCELLENCE: How to Create an Effective Customer Focus

Article excerpt

RECOMMENDED BOOK CUSTOMER CARE EXCELLENCE How to create an effective customer focus by Sarah Cook Published by Kogan Page ISBN: 97807 49450663 288 pages. Paperback RRP £19.95*

www.koganpage.com

Today's consumers are sophisticated, well informed and have high expectations of the services they expect to receive. They want greater choice, speed of service, convenience and will not be "sold to" or manipulated. Companies that do not face up to these changes will lose market share.

This fifth edition of Customer Care Excellence recognises these trends and demonstrates, in a clear and practical way, how to develop and sustain a customer-service focus. The book places great emphasis on the strategic aspects of customer care - gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service. …

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