Customer Care Excellence 6/e

Customer Care Excellence 6/e by Sarah Cook


Authors
Sarah Cook
ISBN
9780749457051
Published
Released
03 / 01 / 2011
Binding
Paperback
Pages
288
Dimensions
156 x 234 x 18mm

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.
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