Effective Customer Care : Understand Needs, Improve Service, Build Relationships

K0gan Page (July 28, 2010) | English | ISBN: 0749459972 | 144 pages | PDF
Effective Customer Care shows readers how to use research to understand what customers actually want, not what one might assume they want. It gives tips on how to hold onto customers and gain market share, how to motivate team members to offer value-added service to customers, how to improve the level of service offered, how to build long term relationships with customers and suppliers. Written in jargon-free language, it includes international case studies from the UK, US, Middle East, Scandinavia, and Singapore.

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.

The book covers every aspect of the customer care process including how to: find out what your customer wants rather than what you think they want; stop losing business, and gain market share; create a customer-focused team; achieve continuous mprovement; develop robust problem-solving techniques, and reduce complaints; break down internal communication barriers; get your customers to be an "active reference" for you. Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, Effective Customer Care is a must for your business bookshelf.

Download:- Filesonic