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Customer Care Excellence: How to Create an Effective Customer Focus (Customer

Customer Care Excellence: How to Create an Effective Customer Focus (Customer Care Excellence: How to Create an Effective Customer Care)5th Edition Paperback - 2008 - 5th Edition

by COOK, Sarah

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Summary

This fifth edition of Customer Care Excellence demonstrates how to develop and sustain a customer-service focus. 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.

About the author

Sarah Cook is a management development consultant who specializes in leadership, service excellence, and culture change. She is currently Managing Director of the Stairway Consultancy. She previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consulting firm.