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Customer Care Excellence
Sarah Cook
其他書名
How to Create an Effective Customer Focus
出版Kogan Page Publishers, 2008
主題Business & Economics / Customer RelationsBusiness & Economics / Total Quality Management
ISBN07494506659780749450663
URLhttp://books.google.com.hk/books?id=k19XBn62A-sC&hl=&source=gbs_api
EBookSAMPLE
註釋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 products and services. 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 new edition also includes new material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco, John Lewis and eBay.