Holdings: Customer care excellence

Customer care excellence: how to create an effective customer focus

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Bibliographic Details
Main Author:	Cook, Sarah 1955- (Author)
Format:	Book
Language:	English
Published:	London [u.a.] Kogan Page 2008
Edition:	5. ed.
Subjects:	Customer relations Customer services Total quality management Kundenbetreuung Kundenmanagement
Online Access:	Inhaltsverzeichnis kostenfrei Inhaltsverzeichnis Inhaltsverzeichnis
Item Description:	Includes bibliographical references and index
Physical Description:	VI, 280 S. graph. Darst.
ISBN:	9780749450663

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MARC


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Record in the Search Index

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adam_text	Contents Preface vii Acknowledgements viii 1. An introduction to customer care 1 Service in a competitive environment 1 The changing nature of customer service 3 Changing customer behaviour and expectation 3 Customer retention 7 What is excellent service? 16 Personal versus material service 18 Embracing change 20 Contact centres 21 The internet 24 Customer Relationship Management (CRM) 27 The service/value chain 33 Summary 37 Action checklist 38 2. How managers need to drive and support a service strategy 39 Start from the top 39 Mission and vision 43 Values 47 Objectives 50 Strategy 51 Summary 87 Action checklist 87 iv Contents 3. Listening to customers 89 Barriers to listening 89 The monitoring of complaints and compliments 91 The value of listening to customers 93 Monitoring customer satisfaction 95 Where and when to measure 118 Measuring customer loyalty 119 Continuous improvement 119 Involving employees when you measure 120 Recognizing achievement 120 Involving head office departments in the measurement process 121 Canvassing the view of other stakeholders 122 Best practice benchmarking 125 B alanced scorecard 128 Summary 129 Action checklist 130 4. Implementing a service excellence strategy 132 Continuous improvement 132 Marketing a service strategy 135 Managers lead the way 139 High or low key? 140 Summary 143 Action checklist 144 5. Empowerment and ownership 145 Valued people value customers 145 Myths about empowerment 146 What should organizations do to encourage empowerment? 152 Service recovery and empowerment 156 Employee engagement 159 Summary 160 Action checklist 161 6. The internal customer 162 Everyone has a customer 162 Developing understanding of internal customer needs 163 Process improvement 165 Don t forget suppliers, alliances and partners 170 Standards and charters 171 Contenfs v Service-level agreements 177 Suggestion schemes 178 Employee engagement 179 Summary 181 Action checklist 182 7. Training and development for customer service 184 The growing importance of training and development in customer service 184 Identifying training and development objectives 185 Training and development for managers 189 Managers as trainers 191 Customer service training for front-line and support staff 192 The learning organization 197 Build customer service into all training and development activities 198 Review and refresh training and development 207 Summary 207 Action checklist 208 8. Communications 210 Disseminating the message 210 Developing a communications strategy 212 Sell don t tell 217 Reinforcing the message 220 Tips on effective internal communication 224 A communications case study 225 Summary 229 Action checklist 229 9. Recognition and reward 231 Motivation 231 Performance management 235 Developing a reward and recognition scheme 238 Review and renew 248 Summary 248 Action checklist 249 10. Sustaining a customer focus 251 Problems in sustaining the focus 254 Developing a maintenance strategy 257 vi Contents Reviewing progress 258 Reinforcement 268 Summary 268 Additional sources of information 2 70 References 272 Index 273
any_adam_object	1
author	Cook, Sarah 1955-
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ctrlnum	(OCoLC)173243873 (DE-599)GBV545556112
dewey-full	658.8/12
dewey-hundreds	600 - Technology (Applied sciences)
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dewey-sort	3658.8 212
dewey-tens	650 - Management and auxiliary services
discipline	Wirtschaftswissenschaften
edition	5. ed.
format	Book
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isbn	9780749450663
language	English
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spelling	Cook, Sarah 1955- Verfasser (DE-588)135961742 aut Customer care excellence how to create an effective customer focus Sarah Cook 5. ed. London [u.a.] Kogan Page 2008 VI, 280 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Customer relations Customer services Total quality management Kundenbetreuung (DE-588)4297543-8 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenbetreuung (DE-588)4297543-8 s Kundenmanagement (DE-588)4236865-0 s DE-604 http://www.loc.gov/catdir/enhancements/fy0835/2007038701-t.html kostenfrei Inhaltsverzeichnis http://www.loc.gov/catdir/enhancements/fy0835/2007038701-b.html Contributor biographical information kostenfrei DE-605 pdf/application http://www.gbv.de/dms/hbz/toc/ht015412526.pdf 2008-11-15 Inhaltsverzeichnis HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018692498&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis
spellingShingle	Cook, Sarah 1955- Customer care excellence how to create an effective customer focus Customer relations Customer services Total quality management Kundenbetreuung (DE-588)4297543-8 gnd Kundenmanagement (DE-588)4236865-0 gnd
subject_GND	(DE-588)4297543-8 (DE-588)4236865-0
title	Customer care excellence how to create an effective customer focus
title_auth	Customer care excellence how to create an effective customer focus
title_exact_search	Customer care excellence how to create an effective customer focus
title_full	Customer care excellence how to create an effective customer focus Sarah Cook
title_fullStr	Customer care excellence how to create an effective customer focus Sarah Cook
title_full_unstemmed	Customer care excellence how to create an effective customer focus Sarah Cook
title_short	Customer care excellence
title_sort	customer care excellence how to create an effective customer focus
title_sub	how to create an effective customer focus
topic	Customer relations Customer services Total quality management Kundenbetreuung (DE-588)4297543-8 gnd Kundenmanagement (DE-588)4236865-0 gnd
topic_facet	Customer relations Customer services Total quality management Kundenbetreuung Kundenmanagement
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