Customer Care Excellence How to Create an Effective Customer Focus 6th Revised Edition

The Title "Customer Care Excellence How to Create an Effective Customer Focus 6th Revised Edition" is written by Sarah Cook. This book was published in the year 2011. The book displayed here is a 6th Revised Edition edition. This book has total of pp. 288 (Pages). The publisher of this title is Kogan Page Limited. We have about 1776 other great books from this publisher. Customer Care Excellence How to Create an Effective Customer Focus 6th Revised Edition is currently Not Available with us.You can enquire about this book and we will let you know the availability.

Today’s consumers are sophisticated, well informed and have high expectations of the services they want to receive. They want greater choice, speed of service, convenience and will not be "sold to" or manipulated. Companies that do not face up to these changes will lose market share.

This fully updated sixth edition of Customer Care Excellence recognizes these trends and demonstrates in a clear, practical way How To develop and sustain a customer-service focus. The Book places great emphasis on the strategic aspects of customer care-gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service-ensuring successful results. It explains how to exceed customer expectations at the front line, creating a memorable customer experience and encouraging an emotional connection with the brand.

This edition also includes :
- investigation into the effects of blogging and social networking on customer behavior
- additional information on how employee engagement leads to customer engagement
- new material on employee training methods, covering the use of podcasts, webcasts and videos
- updated international case studies, plus new examples from Virgin, Aviva and eBay

This fully updated edition is essential reading for all those in Business looking to improve their customer care, and consequently improve profits, employee morale, standing and reputation.

Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists. She is also the author of Change Management Excellence, Practical Benchmarking and How to Improve your Customer Service. (all published by Kogan Page).

I. An Introduction TO CUSTOMER CARE :
1. Service in a Competitive Environment
2. The Changing Nature of Customer Service
3. Changing Customer Behaviour and Expectation
4. Customer Retention
5. What is Excellent Service?
6. Personal Versus Material Service
7. Embracing Change
8. Contact Centres
9. The Internet
10. Social Networking
11. Customer Relationship Management (CRM)
12. How To Create a Customer Focus
13. The Service/Value Chain
Summary
Action Checklist

II. HOW MANAGERS NEED TO DRIVE AND SUPPORT A SERVICE STRATEGY :
1. Start from the Top
2. Mission and Vision
3. Values
4. Objectives
5. Strategy
Summary
Action Checklist

III. LISTENING TO CUSTOMERS :
1. Barriers to Listening
2. The Monitoring of Complaints and Compliments
3. The Value of Listening to Customers
4. Monitoring Customer Satisfaction
5. Where and when to Measure
6. Measuring Customer Loyalty
7. Continuous Improvement
8. Involving Employees when you Measure
9. Recognizing Achievement
10. Involving Head Office Departments in the Measurement Process
11. Canvassing the view of other Stakeholders
12. Best Practice Benchmarking
13. Balanced Scorecard
Summary
Action Checklist

IV. IMPLEMENTING A SERVICE EXCELLENCE STRATEGY :
1. Continuous Improvement
2. Marketing a Service Strategy
3. Managers Lead the way
4. High or Low key?
Summary
Action Checklist

V. Empowerment AND OWNERSHIP :
1. Valued People Value Customers
2. Myths about Empowerment
3. What Should Organizations do to Encourage Empowerment?
4. Service Recovery and Empowerment
5. Employee Engagement
Summary
Action Checklist

VI. THE INTERNAL CUSTOMER :
1. Everyone has a Customer
2. Developing Understanding of Internal Customer Needs
3. Process Improvement
4. Don’t Forget Suppliers, Alliances and Partners
5. Standards and Charters
6. Service-level Agreements
7. Suggestion Schemes
8. Employee Engagement
Summary
Action Checklist

VII. TRAINING AND DEVELOPMENT FOR CUSTOMER SERVICE :
1. The Growing Importance of Training and Development in Customer Service
2. Identifying Training and Development Objectives
3. Training and Development for Managers
4. Managers as Facilitators
5. Customer Service Training for Front-line and Support Staff
6. The Learning Organization
7. Build Customer Service Into all Training and Development Activities
8. Review and Refresh Training and Development
Summary
Action Checklist

VIII. COMMUNICATIONS :
1. Disseminating the Message
2. Developing a Communications Strategy
3. Sell Don’t Tell
4. Reinforcing the Message
5. Tips on Effective Internal Communication
6. A Communications Case Study
Summary
Action Checklist

IX. RECOGNITION AND REWARD :
1. Motivation
2. Performance Management
3. Developing a Reward and Recognition Scheme
4. Review and Renew
Summary
Action Checklist

X. SUSTAINING A CUSTOMER FOCUS :
1. Problems in Sustaining the Focus
2. Developing a Maintenance Strategy
3. Reviewing Progress
4. Reinforcement
Summary