43,95 €*
Versandkostenfrei per Post / DHL
Lieferzeit 1-2 Wochen
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 fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
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 fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
- New material examines the impact of employee engagement, social networking and blogging, and also evaluates employee training methods (eg podcasts, web casts and videos)
- Updated international case studies and examples now include eBay, Virgin and Aviva
“Addresses the issue of customer care and offers useful advice on maintaining loyalty within an ever more sophisticated and demanding customer base…Informative and useful for anybody involved in customer relations.”
Business Age
| Erscheinungsjahr: | 2011 |
|---|---|
| Fachbereich: | Allgemeines |
| Genre: | Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Seiten: | 290 |
| ISBN-13: | 9780749457051 |
| ISBN-10: | 0749457058 |
| Sprache: | Englisch |
| Ausstattung / Beilage: | Paperback |
| Einband: | Kartoniert / Broschiert |
| Autor: | Cook, Sarah |
| Hersteller: | Kogan Page |
| Maße: | 234 x 156 x 16 mm |
| Von/Mit: | Sarah Cook |
| Erscheinungsdatum: | 28.01.2011 |
| Gewicht: | 0,445 kg |
- New material examines the impact of employee engagement, social networking and blogging, and also evaluates employee training methods (eg podcasts, web casts and videos)
- Updated international case studies and examples now include eBay, Virgin and Aviva
“Addresses the issue of customer care and offers useful advice on maintaining loyalty within an ever more sophisticated and demanding customer base…Informative and useful for anybody involved in customer relations.”
Business Age
| Erscheinungsjahr: | 2011 |
|---|---|
| Fachbereich: | Allgemeines |
| Genre: | Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Seiten: | 290 |
| ISBN-13: | 9780749457051 |
| ISBN-10: | 0749457058 |
| Sprache: | Englisch |
| Ausstattung / Beilage: | Paperback |
| Einband: | Kartoniert / Broschiert |
| Autor: | Cook, Sarah |
| Hersteller: | Kogan Page |
| Maße: | 234 x 156 x 16 mm |
| Von/Mit: | Sarah Cook |
| Erscheinungsdatum: | 28.01.2011 |
| Gewicht: | 0,445 kg |
Ähnliche Produkte
Aktuell nicht verfügbar
Lieferzeit 1-2 Wochen
Lieferzeit 1-2 Werktage
Lieferzeit 2-3 Wochen
Lieferzeit 2-3 Wochen
Lieferzeit 2-3 Wochen
