Customer care excellence : how to create an effective customer focus / Sarah Cook.
By: Cook, Sarah
.
Material type: 
BookPublisher: London ; Philadelphia : Kogan Page, 2008Edition: 5th ed., Fully updated.Description: vi, 280 p. : ill. ; 24 cm. + pbk.ISBN: 9780749450663; 0749450665.Subject(s): Customer relations | Customer services | Total quality managementDDC classification: 658.812 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|
| General lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Checked out | 24/01/2022 | 00116211 | |
| General lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 00116214 |
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Enhanced descriptions from Syndetics:
Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of products and services. You need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.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 new edition also includes new material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco, John Lewis and eBay.
Includes bibliographical references (pages 270-272) and index.
An introduction to customer care -- How managers need to drive and support a service strategy -- Listening to customers -- Implementing a service excellence strategy -- Empowerment and ownership -- The internal customer -- Training and development for customer service -- Communications -- Recognition and reward -- Sustaining a customer focus.
CIT Module Reading SPRT 7019 - Supplementary reading.
CIT Module HOSP 7012- Supplementary reading.
Table of contents provided by Syndetics
- Preface (p. vii)
- Acknowledgements (p. viii)
- 1 An introduction to customer care (p. 1)
- Service in a competitive environment (p. 1)
- The changing nature of customer service (p. 3)
- Changing customer behaviour and expectation (p. 3)
- Customer retention (p. 7)
- What is excellent service? (p. 16)
- Personal versus material service (p. 18)
- Embracing change (p. 20)
- Contact centres (p. 21)
- The internet (p. 24)
- Customer Relationship Management (CRM) (p. 27)
- The service/value chain (p. 33)
- Summary (p. 37)
- Action checklist (p. 38)
- 2 How managers need to drive and support a service strategy (p. 39)
- Start from the top (p. 39)
- Mission and vision (p. 43)
- Values (p. 47)
- Objectives (p. 50)
- Strategy (p. 51)
- Summary (p. 87)
- Action checklist (p. 87)
- 3 Listening to customers (p. 89)
- Barriers to listening (p. 89)
- The monitoring of complaints and compliments (p. 91)
- The value of listening to customers (p. 93)
- Monitoring customer satisfaction (p. 95)
- Where and when to measure (p. 118)
- Measuring customer loyalty (p. 119)
- Continuous improvement (p. 119)
- Involving employees when you measure (p. 120)
- Recognizing achievement (p. 120)
- Involving head office departments in the measurement process (p. 121)
- Canvassing the view of other stakeholders (p. 122)
- Best practice benchmarking (p. 125)
- Balanced scorecard (p. 128)
- Summary (p. 129)
- Action checklist (p. 130)
- 4 Implementing a service excellence strategy (p. 132)
- Continuous improvement (p. 132)
- Marketing a service strategy (p. 135)
- Managers lead the way (p. 139)
- High or low key? (p. 140)
- Summary (p. 143)
- Action checklist (p. 144)
- 5 Empowerment and ownership (p. 145)
- Valued people value customers (p. 145)
- Myths about empowerment (p. 146)
- What should organizations do to encourage empowerment? (p. 152)
- Service recovery and empowerment (p. 156)
- Employee engagement (p. 159)
- Summary (p. 160)
- Action checklist (p. 161)
- 6 The internal customer (p. 162)
- Everyone has a customer (p. 162)
- Developing understanding of internal customer needs (p. 163)
- Process improvement (p. 165)
- Don't forget suppliers, alliances and partners (p. 170)
- Standards and charters (p. 171)
- Service-level agreements (p. 177)
- Suggestion schemes (p. 178)
- Employee engagement (p. 179)
- Summary (p. 181)
- Action checklist (p. 182)
- 7 Training and development for customer service (p. 184)
- The growing importance of training and development in customer service (p. 184)
- Identifying training and development objectives (p. 185)
- Training and development for managers (p. 189)
- Managers as trainers (p. 191)
- Customer service training for front-line and support staff (p. 192)
- The learning organization (p. 197)
- Build customer service into all training and development activities (p. 198)
- Review and refresh training and development (p. 207)
- Summary (p. 207)
- Action checklist (p. 208)
- 8 Communications (p. 210)
- Disseminating the message (p. 210)
- Developing a communications strategy (p. 212)
- Sell don't tell (p. 217)
- Reinforcing the message (p. 220)
- Tips on effective internal communication (p. 224)
- A communications case study (p. 225)
- Summary (p. 229)
- Action checklist (p. 229)
- 9 Recognition and reward (p. 231)
- Motivation (p. 231)
- Performance management (p. 235)
- Developing a reward and recognition scheme (p. 238)
- Review and renew (p. 248)
- Summary (p. 248)
- Action checklist (p. 249)
- 10 Sustaining a customer focus (p. 251)
- Problems in sustaining the focus (p. 254)
- Developing a maintenance strategy (p. 257)
- Reviewing progress (p. 258)
- Reinforcement (p. 268)
- Summary (p. 268)
- Additional sources of information (p. 270)
- References (p. 272)
- Index (p. 273)