Customer care excellence: (Record no. 880)

MARC details
000 -LEADER
fixed length control field 03151ohm a22001814a 4500
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
ISBN 8175542055
022 ## - INTERNATIONAL STANDARD SERIAL NUMBER
ISSN 9788175542051
050 ## - CALL NUMBER
Classification number HF5415.5
Item number .C6635
100 ## - AUTHOR
Personal name Sarah Cook
245 ## - TITLE
Title Customer care excellence:
Remainder of title How to create effective customer focus
Statement of responsibility, etc Sarah Cook
250 ## - EDITION
Edition statement 4th ed
260 ## - PUBLICATION INFORMATION
Place of publication New Delhi
Name of publisher Kogan Page India Privaite Limited
300 ## - DESCRIPTION
Number of Pages 248p
Other physical details ill
500 ## - NOTES
General note Includes bibliographical references and index
505 ## - FORMATTED CONTENTS NOTE
Table of Content art 1 An Introduction to Customer Care: Service in a competitive environment; The changing nature of customer service; Changing customer behaviour and expectation; Customer retention; What is excellent service?; Personal versus material service; Embracing change; Contact centres; The Internet; Customer Relationship Management (CRM); The service/profit chain; Summary; Action checklist. Part 2 How Managers Need to Drive and Support a Service Strategy: Start from the top; Mission and vision; Values; Objectives; Strategy; Summary; Action checklist. Part 3 Listening to Customers: Barriers to listening; The monitoring of complaints and compliments; The value of listening to customers; Monitoring customer satisfaction; Where and when to measure; Continuous improvement; Involving employees when you measure; Recognising achievement; Involving head office departments in the measurement process; Canvass the view of other stakeholders; Best practice benchmarking; Summary Action checklist. Part 4 Implementing a customer care strategy: Continuous improvement; Marketing a service strategy; Managers lead the way; High or low key?; Summary; Action checklist. Part 5 Empowerment and Ownership: Valued people value customers; Myths about empowerment; What should organizations do to encourage empowerment?; Service recovery and empowerment; Summary; Action checklist. Part 6 The Internal Customer: Everyone has a customer; Developing understanding of internal customer needs; Process improvement; Don't forget suppliers, alliances and partners; Standards and charters; Service-level agreement; Suggestion schemes; Employee care; Summary; Action checklist. Part 7 Training and Development for Customer Service: The growth importance of training and development in customer service; Identifying training and development objectives; Training and development for managers; Managers as trainers; Customer service training for front-line and support staff; The learning organisation; Build customer service into all training and development activities; Review and refresh training and development; Summary; Action checklist. Part 8 Communications: Disseminating the message; Developing a communications strategy; Sell don't tell; Reinforcing the message; Tips on effective internal communication; A communications case study; Summary; Action checklist. Part 9 Recognition and Reward: Motivation; Performance management; Developing a reward and recognition scheme; Review and renew; Summary; Action checklist. Part 10 Sustaining a Customer Focus: Problems in sustaining the focus; Developing a maintenance strategy; Reviewing progress; Reinforcement; Summary.
650 ## - SUBJECTS
Topical Term Customer care
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type Books
Holdings
Withdrawn status Lost status Collection code Home library Current library Shelving location Date acquired Full call number Accession Number Koha item type
    Reference Methodist University Library Main Methodist University Library Main General Stacks 14/11/2015 HF5415.5 .C6635 29967 Books
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