Effective Customer Care

1. Auflage 2010
ISBN: 978-0-7494-5997-0
Verlag: Kogan Page

Buch, Englisch, 144 Seiten, Format (B × H): 140 mm x 216 mm, Gewicht: 191 g

Reihe: Creating Success series

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.

Autoren/Hrsg.

Wellington, Pat

Fachgebiete

• Wirtschaftswissenschaften Wirtschaftswissenschaften Wirtschaftswissenschaften: Berufe, Ausbildung, Karriereplanung
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

Chapter - 00: Introduction: putting customer care in context; Chapter - 01: The fundamentals of customer care; Chapter - 02: Getting to know your customer's needs and requirements; Chapter - 03: Creating the environment for customer care to flourish; Chapter - 04: Effective communication with customers and colleagues; Chapter - 05: Breaking down inter-team and inter-departmental barriers; Chapter - 06: Complaints, problem solving and quality improvement; Chapter - 07: Building long-term customer relationships

Über Autor(innen)

Wellington, Pat
Pat Wellington is an internationally recognised management consultant with over 20 years of experience. She has facilitated assignments in blue chip organisations such as Canon and Coca Cola, healthcare providers including the St. Martins and Nuffield Hospitals, United Nations agencies in Rome and Geneva, and government bodies in the UK, the Gulf and South East Asia. She is also the author of Effective Customer Care, published by Kogan Page.

Pat Wellington is an internationally recognised management consultant who specialises in customer care, business development, team building and personal effectiveness. With over 20 years experience she has facilitated assignments in blue chip organizations such as Canon and Coca Cola, healthcare providers including the St Martins and Nuffield Hospitals, United Nations agencies in Rome and Geneva, and government bodies in the UK, the Gulf and South East Asia. Her work with clients has not only helped build skills and competencies, but also brought tangible results in terms of productivity and profitability.