Customer care excellence: how to create an effective customer focus
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London [u.a.]
Kogan Page
2011
|
| Edition: | 6. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | VIII, 280 S. graph. Darst. |
| ISBN: | 9780749457051 |
Staff View
MARC
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Record in the Search Index
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|---|---|
| adam_text | Titel: Customer care excellence
Autor: Cook, Sarah
Jahr: 2011
Contents
1.
Preface ix
Acknowledgements X
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? 17
Personal versus material service 19
Embracing change 21
Contact centres 21
The internet 24
Social networking 26
Customer Relationship Management (CRM) 28
How to create a customer focus 32
The service/value chain 34
Summary 37
Action checklist 38
How managers need to drive and support a service strategy 40
Start from the top 40
Mission and vision 44
Values 48
Objectives 50
Strategy 51
Summary 87
Action checklist 88
5.
Listening to customers 9°
Barriers to listening 90
The monitoring of complaints and compliments 92
The value of listening to customers 94
Monitoring customer satisfaction 96
Where and when to measure 118
Measuring customer loyalty 119
Continuous improvement 120
Involving employees when you measure 120
Recognizing achievement 121
Involving head office departments in the measurement
process 121
Canvassing the view of other stakeholders 122
Best practice benchmarking 126
Balanced scorecard 129
Summary 129
Action checklist 130
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
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 160
6. The internal customer 161
Everyone has a customer 161
Developing understanding of internal customer needs 162
Process improvement 164
Don t forget suppliers, alliances and partners 169
Standards and charters 170
Service-level agreements 176
Suggestion schemes 176
Employee engagement 178
Summary 180
Action checklist 181
7. Training and development for customer service 182
The growing importance of training and development in
customer service 182
Identifying training and development objectives 183
Training and development for managers 187
Managers as facilitators 189
Customer service training for front-line and support staff 190
The learning organization 195
Build customer service into all training and development
activities 197
Review and refresh training and development 205
Summary 205
Action checklist 206
8. Communications 208
Disseminating the message 208
Developing a communications strategy 210
Sell don t tell 215
Reinforcing the message 218
Tips on effective internal communication 221
A communications case study 222
Summary 226
Action checklist 226
9. Recognition and reward 228
Motivation 228
Performance management 232
Developing a reward and recognition scheme 235
Review and renew 244
Summary 245
Action checklist 245
10. Sustaining a customer focus 247
Problems in sustaining the focus 250
Developing a maintenance strategy 253
Reviewing progress 254
Reinforcement 263
Summary 264
Additional sources of information 265
References 268
Index 269
|
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| discipline | Wirtschaftswissenschaften |
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| illustrated | Illustrated |
| indexdate | 2024-07-09T22:47:48Z |
| institution | BVB |
| isbn | 9780749457051 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-020691257 |
| oclc_num | 705966972 |
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| owner_facet | DE-1050 |
| physical | VIII, 280 S. graph. Darst. |
| publishDate | 2011 |
| publishDateSearch | 2011 |
| publishDateSort | 2011 |
| publisher | Kogan Page |
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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 6. ed. London [u.a.] Kogan Page 2011 VIII, 280 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Customer relations Customer services Total quality management Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenbetreuung (DE-588)4297543-8 gnd rswk-swf Kundenbetreuung (DE-588)4297543-8 s Kundenmanagement (DE-588)4236865-0 s DE-604 Erscheint auch als Online-Ausgabe 978-0-7494-6257-4 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020691257&sequence=000001&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 Kundenmanagement (DE-588)4236865-0 gnd Kundenbetreuung (DE-588)4297543-8 gnd |
| subject_GND | (DE-588)4236865-0 (DE-588)4297543-8 |
| 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 Kundenmanagement (DE-588)4236865-0 gnd Kundenbetreuung (DE-588)4297543-8 gnd |
| topic_facet | Customer relations Customer services Total quality management Kundenmanagement Kundenbetreuung |
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