Customer Care Excellence

Customer Care Excellence
Author: Sarah Cook
Publsiher: Kogan Page Publishers
Total Pages: 280
Release: 2008
ISBN 10: 0749450665
ISBN 13: 9780749450663
Language: EN, FR, DE, ES & NL

Customer Care Excellence Book Review:

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.

Customer Care

Customer Care
Author: Frances Bee,Roland Bee
Publsiher: CIPD Publishing
Total Pages: 80
Release: 1999
ISBN 10: 9780852927762
ISBN 13: 0852927762
Language: EN, FR, DE, ES & NL

Customer Care Book Review:

This guide to customer care includes the following topics: focusing on your customers and the services you provide - both internal and external; identifying your real customer needs and how best to meet them; finding out what customers actually think of your service or product; improving communication with your customers - face-to-face, on the telephone or in writing; and turning complaints into opportunities to impress.

Effective Customer Care

Effective Customer Care
Author: Pat Wellington
Publsiher: Kogan Page Publishers
Total Pages: 144
Release: 2010-06-03
ISBN 10: 0749459980
ISBN 13: 9780749459987
Language: EN, FR, DE, ES & NL

Effective Customer Care Book Review:

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.

Customer Care

Customer Care
Author: Anonim
Publsiher: Bookboon
Total Pages: 135
Release: 2022
ISBN 10: 8776817598
ISBN 13: 9788776817596
Language: EN, FR, DE, ES & NL

Customer Care Book Review:

Customer Care

Customer Care
Author: Pat Gannon-Leary,Michael McCarthy
Publsiher: Elsevier
Total Pages: 262
Release: 2010-03-15
ISBN 10: 178063031X
ISBN 13: 9781780630311
Language: EN, FR, DE, ES & NL

Customer Care Book Review:

Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. Dual use – reference work and/or training manual Potential as a text book Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services

The Psychology of Customer Care

The Psychology of Customer Care
Author: J. Lynch
Publsiher: Springer
Total Pages: 274
Release: 1992-01-20
ISBN 10: 0230375324
ISBN 13: 9780230375321
Language: EN, FR, DE, ES & NL

The Psychology of Customer Care Book Review:

This book breaks new ground on customer care. Drawing on the author's international experience and research, it provides new insights into helping customers make the best use of their time when dealing with YOUR organisation. Guidance is given on 'time shaping' for optimum customer satisfaction. Critical time care factors for industries as diverse as banks, airlines, hotels, supermarkets, are defined together with many tips on how to steal a march on competitors by this revolutionary and practical approach to customer care.

Customer Care A New Business Discipline

Customer Care  A New Business Discipline
Author: Atton Institute
Publsiher: CreateSpace
Total Pages: 174
Release: 2018-04-26
ISBN 10: 1986960382
ISBN 13: 9781986960380
Language: EN, FR, DE, ES & NL

Customer Care A New Business Discipline Book Review:

Customer service is one of the most important aspects of running a business. This book from the Atton Institute has the answers to a number of relevant questions such as “What should and should not be done when working with clients,” “How to correctly react to changes and innovations,” “How to improve the level of customer service & satisfaction,” etc. The main objective of this book is to help you to organize your work in such a way that you are able to get maximum benefit when working with your clients. After all, if you don’t think of customer satisfaction, you won’t be able to stay at the market for long. The book will be of interest first of all to those who work with customers, as well as for managers and owners of the companies. It will also be useful to marketers, brand managers and all those professionals who want to improve the efficiency of their work with clients.

Successful Customer Care in a Week Teach Yourself

Successful Customer Care in a Week  Teach Yourself
Author: Di McLanachan
Publsiher: Teach Yourself
Total Pages: 128
Release: 2012-07-13
ISBN 10: 1444159879
ISBN 13: 9781444159875
Language: EN, FR, DE, ES & NL

Successful Customer Care in a Week Teach Yourself Book Review:

The ability to look after your customers is crucial to anyone who wants to advance their career. Written by Di McLanachan, a leading expert on customer care as both a coach and a practitioner, this book quickly teaches you the insider secrets you need to know to in order to keep your customers happy and coming back. The highly motivational 'in a week' structure of the book provides seven straightforward chapters explaining the key points, and at the end there are optional questions to ensure you have taken it all in. There are also cartoons and diagrams throughout, to help make this book a more enjoyable and effective learning experience. So what are you waiting for? Let this book put you on the fast track to success!

Customer Service Essentials

Customer Service Essentials
Author: Robert E. Hinson,Ogechi Adeola,Kojo Oppong Nkrumah,Charles Agyinasare,Kwame Adom,Abednego Feehi Okoe Amartey
Publsiher: IAP
Total Pages: 253
Release: 2019-08-01
ISBN 10: 1641136871
ISBN 13: 9781641136877
Language: EN, FR, DE, ES & NL

Customer Service Essentials Book Review:

Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom

GCSE Leisure and Tourism

GCSE Leisure and Tourism
Author: Pater Hayward
Publsiher: Heinemann
Total Pages: 211
Release: 2002-12
ISBN 10: 9780435471262
ISBN 13: 0435471260
Language: EN, FR, DE, ES & NL

GCSE Leisure and Tourism Book Review:

Whether studying for an Edexcel, OCR or AQA award, these textbooks, supported by a Tutor's Resource File, cover all the material needed for your chosen specification.

Public Transport and its Users

Public Transport and its Users
Author: Hans-Liudger Dienel
Publsiher: Routledge
Total Pages: 330
Release: 2017-03-02
ISBN 10: 1351907573
ISBN 13: 9781351907576
Language: EN, FR, DE, ES & NL

Public Transport and its Users Book Review:

Public transport is essential to the quality of life of its passengers, both as a means to move around but also to achieve a sustainable environment. However, the passenger's position as a customer is weakened by the dominance of monopolies, regulation and political influence in our public transport systems. This book is one of the first to examine strategies for the representation of user interests in public transport from a variety of perspectives. The authors review approaches to integrating the passengers' views in the planning process and to protecting their interests in operations and customer care across a range of European countries, including Austria, Czech Republic, France, Germany, Italy, the Netherlands, Sweden, Switzerland, the UK and EU policies. The book presents the conclusions of this research and examples of good practice. In this respect it will provide useful guidance for policy makers, stakeholder organizations and planners, as well as transport researchers.

Customer Service Training

Customer Service Training
Author: Maxine Kamin
Publsiher: Routledge
Total Pages: 224
Release: 2006
ISBN 10: 0750663634
ISBN 13: 9780750663632
Language: EN, FR, DE, ES & NL

Customer Service Training Book Review:

The Trainer’s Workshop Series is designed to be a practical, hands-on roadmap to help you quickly develop training in key business areas. Each book in the series offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. In addition to easy-to-use icons, each book in the series includes a companion CD-ROM with PowerPointTM presentations and electronic copies of all supporting material featured in the book. Customer Service Training provides practical, hands-on guidance to help you quickly develop customer service training. Dozens of field-tested exercises, games, activities, icebreakers and assessment instruments help you teach employees the importance of customer service and improve their performance. Contains exercises, handouts, assessments and tools to help you: • create fantastic customer service to meet your specific needs • raise the bar for service excellence • become a more effective and efficient facilitator • ensure training is on target and gets results “This book is a complete training programme. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service.” Fred S. Anton, Chief Executive Officer, Warner Bros. Publications Other books in this series: Leadership Training, New Supervisor Training, New Employee Orientation Training, Leading Change Training.

Digital Customer Service

Digital Customer Service
Author: Rick DeLisi,Dan Michaeli
Publsiher: John Wiley & Sons
Total Pages: 256
Release: 2021-09-01
ISBN 10: 1119842069
ISBN 13: 9781119842064
Language: EN, FR, DE, ES & NL

Digital Customer Service Book Review:

Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Managing for Results

Managing for Results
Author: Gillian Watson,Kevin Gallagher
Publsiher: CIPD Publishing
Total Pages: 330
Release: 2005
ISBN 10: 9781843980148
ISBN 13: 1843980142
Language: EN, FR, DE, ES & NL

Managing for Results Book Review:

"The text is designed to cater for all students studying the CIPD Managing for Results module as part of the recently introduced Leadership and Management Standards, as well as for students taking an introductory management module on a management, business or HR degree programme."--BOOK JACKET.

Essentials of Marketing Management

Essentials of Marketing Management
Author: Geoffrey Lancaster,Lester Massingham
Publsiher: Routledge
Total Pages: 464
Release: 2017-08-24
ISBN 10: 1351709070
ISBN 13: 9781351709071
Language: EN, FR, DE, ES & NL

Essentials of Marketing Management Book Review:

The overall success of an organization is dependent on how marketing is able to inform strategy and maintain an operational focus on market needs. With an array of examples and case studies from around the world, Lancaster and Massingham's vital study offers an alternative to the traditional American focused teaching materials currently available. This second edition has been fully revised and updated, including a new chapter on digital marketing written by Dr Wilson Ouzem. Topics covered include: consumer and organizational buyer behaviour product and innovation strategies direct marketing Social media marketing Designed and written for undergraduate, MBA and masters students in marketing management classes, Essentials of Marketing Management builds on the successful earlier edition to provide a solid foundation to understanding this core topic.

End to End Quality of Service over Cellular Networks

End to End Quality of Service over Cellular Networks
Author: Gerardo Gomez,Rafael Sanchez
Publsiher: John Wiley & Sons
Total Pages: 316
Release: 2005-10-31
ISBN 10: 0470015861
ISBN 13: 9780470015865
Language: EN, FR, DE, ES & NL

End to End Quality of Service over Cellular Networks Book Review:

This comprehensive resource contains a detailed methodology for assessing, analyzing and optimizing End-to-End Service Performance under different cellular technologies (GPRS, EDGE, WCDMA and CDMA2000). It includes guidelines for analyzing numerous different services, including FTP, WEB streaming and POC, including examples of analysis and troubleshooting from a user point-of-view. Focuses on the end-user perspective, with a detailed analysis of the main sources of service performance degradation and a comprehensive description of mobile data services Includes a detailed presentation of generic key performance indicators (KPIs) which can be re-defined to comply with each particular network Provides service performance benchmarking for different technologies from real networks Explores a new approach to service management known as customer experience management, including the reasons why it is overcoming traditional service management and its impact on revenues and customer satisfaction Illustrates all points throughout using real world examples gleaned from cutting-edge research This book draws together findings from authoritative sources that will appeal to cellular network operators and vendors. The theory-based, practical approach will be of interest to postgraduate students and telecommunication and consulting companies working in the field of cellular technologies.

Marketing Financial Services

Marketing Financial Services
Author: Mike Wright,Trevor Watkins
Publsiher: Routledge
Total Pages: 384
Release: 2010-02-17
ISBN 10: 113638023X
ISBN 13: 9781136380235
Language: EN, FR, DE, ES & NL

Marketing Financial Services Book Review:

Within a practical business context of the changing, competitive climate, this book details the implications for marketing strategy. New chapters cover topics such as credit cards and customer care, while several relevant case studies have also been added. Combining analysis of principles, concepts and techniques with sound practical advice, 'Marketing Financial Services' is ideal for students on degree and postgraduate courses, including Chartered Institute of Bankers. There is also a tutor resource pack to accompany the case studies in this textbook.

Strategic Customer Service

Strategic Customer Service
Author: John A. Goodman
Publsiher: AMACOM/American Management Association
Total Pages: 256
Release: 2009
ISBN 10: 9780814413333
ISBN 13: 0814413331
Language: EN, FR, DE, ES & NL

Strategic Customer Service Book Review:

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The Author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Be Our Guest

Be Our Guest
Author: The Disney Institute,Theodore Kinni
Publsiher: Unknown
Total Pages: 206
Release: 2003-06
ISBN 10: 1928374650XXX
ISBN 13: PSU:000057229805
Language: EN, FR, DE, ES & NL

Be Our Guest Book Review:

Now, for the first time, one element of the methods behind the magic that is the Walt Disney World Resort--quality service--is revealed. The book outlines proven Disney principles and processes for helping an organization focus its vision and align its people into a strategy that delivers on the promise of exceptional customer service.

How to Contact Amazon Customer Service

How to Contact Amazon Customer Service
Author: Jamie Banglesh
Publsiher: Createspace Independent Publishing Platform
Total Pages: 28
Release: 2017-11-02
ISBN 10: 9781979388757
ISBN 13: 197938875X
Language: EN, FR, DE, ES & NL

How to Contact Amazon Customer Service Book Review:

How To Contact Amazon Customer Service: The Complete Manual Discover the easiest and most creative ways to contact Amazon's Customer Service Team. This book shows you how to contact Amazon Customer Service by phone, email, chat & social media. Learn everything you need to know about amazon's customer care system + fun and creative ways of contacting them. You can save your time and money by knowing every possible way of reaching out to this retail dominator. Amazon.com has one of the most successful customer service departments in the online shopping industry-and in fact tends to have a higher satisfaction rating than majority of businesses, both online and in person. They are a massive company and figuring out how to access their impressive customer service care can be overwhelming. Amazon makes it their mission to serve all their customers as quickly and thoroughly as possible-and as their customer, you can reap the benefits of their dedication to the maximum. The information in this book will help you figure out your new favorite way to get your problems addressed by the company's representatives. This book will cover the following topics: General information about the Amazon guided help page An explanation of the Amazon Co-Pilot Easiest methods to reach Amazon directly How to contact via phone, email, chat and social media Tips on getting the best possible customer service experience Further References - Everything you need to know "A Must Have For Amazon Fans" Scroll to the top and select the "BUY" button for instant download.