Description
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.
Author: Pat Wellington
Publisher: Kogan Page
Published: 06/29/2010
Pages: 144
Binding Type: Paperback
Weight: 0.50lbs
Size: 8.62h x 5.50w x 0.45d
ISBN13: 9780749459970
ISBN10: 0749459972
BISAC Categories:
- Business & Economics | Consumer Behavior | General
- Business & Economics | Careers | General
- Business & Economics | Customer Relations
About the Author
Pat Wellington has delivered customer service programs throughout the world for over 20 years. She has been the keynote speaker at international conferences in Dubai, Singapore, Malaysia, and Indonesia. She is currently running customer service programs for the Institute of Management and a cross section of programs in the UK aimed at middle managers.