How to Improve Competitiveness, Staff Motivation and Profitability in Today's Service Driven Organization
In this fully updated, new edition, Sarah Cook draws on her considerable experience of working with an impressive list of global companies. Customers are now more demanding than ever -- organizations have to recognise that purchasing power has strengthened considerably, and has extended very much into after-sales service. This book offers a comprehensive action plan for developing a sophisticated and effective quality-driven customer care program. Emphasis is placed upon strategic aspects, while covering the basics such as customer service point-of-sale, speed of delivery, follow-up, and on the ethos of total quality management and staff motivation in ensuring success.
Customer Care will help you understand why caring for your customers is so important, how you can improve the service you offer and, ultimately, contribute to achieving organisational excellence. Clear, practical guidance is given on how to: - focus on your customers and the services you provide - both internal and external - identify your real customer needs and how best to meet them - find out what customers actually think of your service or product - improve communication with your customers - face-to-face, on the telephone or in writing - turn customer complaints into opportunities to impress - monitor, evaluate and continuously improve your customer care.
This guide to customer care includes the following topics: focusing on your customers and the services you provide - both internal and external; identifying your real customer needs and how best to meet them; finding out what customers ...
How to Create a Powerful Customer-care Program-- and Make it Work
"At last a book to show you in very practical terms what real changes you have to make to become truly customer focused." ¿ Cannon Ltd. A proven framework to implement a customer-focused strategy using the nine basic principles of Kaizen.
This book includes case histories of companies like Unipart and Cannon who have already discovered how successful Kaizen customer care can be when joined with traditional customer service strategies.
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.
