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 improvement; 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.
Inhaltsverzeichnis
About the author
About this book
Introduction
1 The fundamentals of customer care
Introduction
The six satisfaction elements
First contact with an organisation: the 'moment of service truth'
Exceeding expectations and adding value
2 Getting to know your customer's needs and requirements
Introduction
Where to gather your information
Benchmarking
3 Creating the environment for customer care to flourish
Introduction
Style of leadership
The framework to monitor and measure performance
4 Effective communication with customers and colleagues
Introduction
Barriers to communication
Breaking down communication barriers
Putting it in writing
E-mail and video conferencing
Communication on the telephone
Face-to-face contact
5 Breaking down inter-team and inter-departmental barriers
Introduction
The internal customer
6 Complaints, problem solving and quality improvement
Introduction
Performance response standards
Resolving problems; quality-improvement activities
7 Building long-term customer relationships
Introduction
Incentives and loyalty schemes
How to develop an ongoing business relationship with customers
Referrals; the active reference principle
Effectiveness of corporate activities in building long-term customer care relationship
Finally, finally
