Effective Customer Care (Creating Success)

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9780749459970: Effective Customer Care (Creating Success)
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Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty... and thus increase profits.



You will find out what really goes through a customer's mind when they look to purchase a product or service, and what might turn them away without you even realising it. If you have to handle complaints or problem solve you will be shown a robust and systematic approach to reduce these occurrences. In servicing your customer you will often need to get cooperation from others within your organisation, be it members of your team or those in other departments. Effective Customer Care will show you how to do this. And finally, you will learn how to ensure that you keep your customers loyal, and build an ongoing business relationship with them.



Pat Wellington includes every aspect of the customer care process including how to: understand what the customer wants, not what you think they want; stop losing business and gain market share; motivate team members to offer a value added service to customers; improve the level of service offered; get a better level of service from internal customers and build long term relationships with customers and suppliers. It is written without jargon and includes international case studies from UK, Scandinavia, USA the Gulf and Singapore.

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""Effective customer care can win, hold and develop customers. This book identifies a major opportunity and is an excellent catalyst to make it happen."" - "Business Executive"

"Effective customer care can win, hold and develop customers. This book identifies a major opportunity and is an excellent catalyst to make it happen." - Business Executive

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9780749460433: Effective Customer Care (Creating Success)

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ISBN 10:  0749460431 ISBN 13:  9780749460433
Publisher: Kogan Page, 2010
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Pat Wellington
Published by Kogan Page Ltd, United Kingdom (2010)
ISBN 10: 0749459972 ISBN 13: 9780749459970
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Book Description Kogan Page Ltd, United Kingdom, 2010. Paperback. Condition: New. Language: English. Brand new Book. Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty. and thus increase profits. You will find out what really goes through a customer's mind when they look to purchase a product or service, and what might turn them away without you even realising it. If you have to handle complaints or problem solve you will be shown a robust and systematic approach to reduce these occurrences. In servicing your customer you will often need to get cooperation from others within your organisation, be it members of your team or those in other departments. Effective Customer Care will show you how to do this. And finally, you will learn how to ensure that you keep your customers loyal, and build an ongoing business relationship with them. Pat Wellington includes every aspect of the customer care process including how to: understand what the customer wants, not what you think they want; stop losing business and gain market share; motivate team members to offer a value added service to customers; improve the level of service offered; get a better level of service from internal customers and build long term relationships with customers and suppliers. It is written without jargon and includes international case studies from UK, Scandinavia, USA the Gulf and Singapore. Seller Inventory # AAZ9780749459970

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Pat Wellington
Published by Kogan Page Ltd, United Kingdom (2010)
ISBN 10: 0749459972 ISBN 13: 9780749459970
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Book Description Kogan Page Ltd, United Kingdom, 2010. Paperback. Condition: New. Language: English. Brand new Book. Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty. and thus increase profits. You will find out what really goes through a customer's mind when they look to purchase a product or service, and what might turn them away without you even realising it. If you have to handle complaints or problem solve you will be shown a robust and systematic approach to reduce these occurrences. In servicing your customer you will often need to get cooperation from others within your organisation, be it members of your team or those in other departments. Effective Customer Care will show you how to do this. And finally, you will learn how to ensure that you keep your customers loyal, and build an ongoing business relationship with them. Pat Wellington includes every aspect of the customer care process including how to: understand what the customer wants, not what you think they want; stop losing business and gain market share; motivate team members to offer a value added service to customers; improve the level of service offered; get a better level of service from internal customers and build long term relationships with customers and suppliers. It is written without jargon and includes international case studies from UK, Scandinavia, USA the Gulf and Singapore. Seller Inventory # AAZ9780749459970

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Book Description Kogan Page Limited/Viva Books, 2010. Softcover. Condition: New. First edition. Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty. and thus increase profits. The book covers every aspect of the customer care process including how to: â ¢ find out what your customer wants rather than what you think they want â ¢ stop losing business, and gain market share â ¢ create a customer-focused team â ¢ achieve continuous improvement â ¢ develop robust problem-solving techniques, and reduce complaints â ¢ break down internal communication barriers â ¢ get your customers to be an "active reference" for you Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, Effective Customer Care is a must for your business bookshelf. Contents: Introduction: putting customer care in contextâ ¢ The fundamentals of customer care : Introduction â ¢ The six satisfaction elements â ¢ First contact with an organization: the â moment of service truthâ â ¢ Exceeding expectations and adding value â ¢ Getting to know your customerâ s needs and requirements: Introductionâ ¢ Where to gather your information â ¢Benchmarking â ¢ Creating the environment for customer care to flourish â ¢Introduction â ¢ Style of leadership â ¢The framework to monitor and measure performance â ¢ Effective communication with customers and colleagues â ¢Introduction â ¢ Barriers to communication â ¢ Breaking down communication barriers â ¢ Putting it in writing â ¢ E-mail and video conferencing â ¢ Communication on the telephone â ¢ Face-to-face contact â ¢Breaking down inter-team and interdepartmental barriers â ¢Introduction â ¢The internal customer; â ¢ influencing your internal customers â ¢ Complaints, problem solving and quality improvement â ¢ Introduction â ¢Performance response standards â ¢ Resolving problems; quality-improvement activities â ¢ Building long-term customer relationships â ¢ Introduction â ¢ Incentives and loyalty schemes â ¢How to develop an ongoing business relationship with customers â ¢ Referrals; the active reference principle â ¢ Effectiveness of corporate activities in building long-term customer-care â ¢ Relationships Printed Pages: 144. Seller Inventory # 58437BV

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Pat Wellington
Published by Kogan Page Limited/Viva Books (2010)
ISBN 10: 0749459972 ISBN 13: 9780749459970
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Book Description Kogan Page Limited/Viva Books, 2010. Softcover. Condition: New. First edition. Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty. and thus increase profits. The book covers every aspect of the customer care process including how to: â ¢ find out what your customer wants rather than what you think they want â ¢ stop losing business, and gain market share â ¢ create a customer-focused team â ¢ achieve continuous improvement â ¢ develop robust problem-solving techniques, and reduce complaints â ¢ break down internal communication barriers â ¢ get your customers to be an "active reference" for you Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, Effective Customer Care is a must for your business bookshelf. Contents: Introduction: putting customer care in contextâ ¢ The fundamentals of customer care : Introduction â ¢ The six satisfaction elements â ¢ First contact with an organization: the â moment of service truthâ â ¢ Exceeding expectations and adding value â ¢ Getting to know your customerâ s needs and requirements: Introductionâ ¢ Where to gather your information â ¢Benchmarking â ¢ Creating the environment for customer care to flourish â ¢Introduction â ¢ Style of leadership â ¢The framework to monitor and measure performance â ¢ Effective communication with customers and colleagues â ¢Introduction â ¢ Barriers to communication â ¢ Breaking down communication barriers â ¢ Putting it in writing â ¢ E-mail and video conferencing â ¢ Communication on the telephone â ¢ Face-to-face contact â ¢Breaking down inter-team and interdepartmental barriers â ¢Introduction â ¢The internal customer; â ¢ influencing your internal customers â ¢ Complaints, problem solving and quality improvement â ¢ Introduction â ¢Performance response standards â ¢ Resolving problems; quality-improvement activities â ¢ Building long-term customer relationships â ¢ Introduction â ¢ Incentives and loyalty schemes â ¢How to develop an ongoing business relationship with customers â ¢ Referrals; the active reference principle â ¢ Effectiveness of corporate activities in building long-term customer-care â ¢ Relationships Printed Pages: 144. Seller Inventory # 58437

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