Customer Service in Your Organisation

1. Auflage 2008
ISBN: 978-1-84398-211-1
Verlag: Kogan Page
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Loseblattwerk, Englisch, 400 Seiten, Format (B × H): 270 mm x 311 mm, Gewicht: 1790 g

Reihe: HR Toolkits

Successful organisations are those which attract and retain satisfied and loyal customers, yet few organisations today are truly customer-centric. Customer Service in Your Organisation is a toolkit that shows how to develop, implement and sustain a service excellence strategy. Drawing on best practice examples and case studies, it provides easy-to-follow, practical guidance, plus checklists, exercises and tools. Customer Service in Your Organisation covers key topics including how to listen to the voice of the customer and measure service success, engage leaders and managers in driving customer service excellence, develop customer-centric processes and procedures, provide training and development in customer service excellence, reward and recognise service success, benchmark current levels of customer service and identify areas of weakness alongside an improvement plan to address these. About the Series: The HR Toolkits provide complete sets of customizable, printable resources to facilitate in-house training and development workshops and strategy design. Supplied as both ring binders and electronic files, and consisting of modules which can be used individually or combined for more extended programmes, the toolkits include ready-made practical exercises, handouts, discussion questions and more to upskill employees.

Autoren/Hrsg.

Cook, Sarah

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

• • Chapter - 00: Introduction;
  • Chapter - 01: The Business Case for Customer Service Excellence;
  • Chapter - 02: Customer Service Excellence as a Cultural Issue;
  • Chapter - 03: Developing a Customer Strategy;
  • Chapter - 04: Listening to Customers;
  • Chapter - 05: Service Leadership;
  • Chapter - 06: Developing Customer-Centric Processes;
  • Chapter - 07: Customer Charters and Service Standards;
  • Chapter - 08: Customer Service Excellence Training;
  • Chapter - 09: Dealing with Complaints;
  • Chapter - 10: Customer Service Excellence and Empowerment;
  • Chapter - 11: Customer Service Excellence and Technology;
  • Chapter - 12: Rewarding and Recognising Service Excellence;
  • Chapter - 13: On-Going Measurement and Communication;
  • Chapter - 14: Service Improvement Plans;
  • Chapter - 15: Encouraging Innovation;
  • Chapter - 16: Benchmarking Your Customer Service;
  • Chapter - 17: Evaluating Your Success;
  • Chapter - 18: How Leaders Can Sustain a Customer Service Strategy

Über Autor(innen)

Cook, Sarah
<b>Sarah Cook</b> is Managing Director of the Stairway Consultancy, customer service specialists. She is the author of <i><b>The Essential Guide to Employee Engagement</b></i>, <i><b>Change Management Excellence</b></i>, <b><i> Customer Care Excellence</i> </b>and <i><b>Practical Benchmarking</b></i>, all published by Kogan Page.

Sarah Cook is the managing director of Stairway Consultancy Ltd in the UK. She has 15 years' consulting experience, specialising in service excellence, leadership and culture change. Prior to this Sarah worked for Unilever and as a head of customer care for a retail consultancy.