Customer Care Excellence

£17.96

RRP: £19.95

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ISBN: 9780749437923

Products specifications

Attribute name	Attribute value
Author	SARAH COOK
Pub Date	31/05/2002
Binding	Paperback
Pages	224

Publisher: Kogan Page Ltd

Availability: Out of Stock

As competitiveness increases, many organisations have realised that they cannot compete on price alone and have developed strategies for providing superior customer service. In this book Sarah Cook provides a comprehensive action plan.

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Today's consumers are sophisticated, well-informed and have high expectations of the services they want to receive. Companies that do not face up to these changes will lose market share. The fourth edition of this title recognizes these trends and demonstrates, in a practical way, how to develop and sustain a customer-service focus. Emphasis is placed on the importance of the strategic aspects of customer care - gaining commitment, listening to customers, developing a customer-care ethos and staff motivation - in ensuring successful results. The volume also explains how to deliver an excellent service at the front line, covering personal service, speed of delivery and service recovery.