Customer Care Excellence: How to Create an Effective Customer Focus

Using her own experiences, Cook describes, for business managers, how to develop and sustain customer service focus. She outlines how to plan, introduce, and sustain a program that is designed to increase customer satisfaction and retention. She defines service quality, how to create a customer-focused organizational culture, listening techniques, implementing a service strategy, building empowerment and ownership within the company, the concept of an internal customer, training and development for customer service, the importance of communication, and rewarding good service. This edition addresses the effects of online technology, provides more on employee and customer engagement, discusses virtual teams and intra-team working, and has new examples from companies around the world such as Wal-Mart, Tesco, and eBay. Cook is associated with a customer service consultancy in the UK. Annotation c2008 Book News, Inc., Portland, OR (booknews.com)