customer care excellence book

Today’s consumers are sophisticated, well informed and have high expectations of the services they want to received. Companies that do not face up to these changes will lose market share.

This fourth edition of this refreshing and unique title recognizes these trends and demonstrates, in a clear and practical way, how to develop and sustain a customer-service focus. Great 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. Customer Care also explains how to deliver an excellent service at the front line, covering personal service, speed of delivery and service recovery.