Effective Customer Care

Business & Finance, Marketing & Sales, Customer Service, Career Planning & Job Hunting, Careers
Cover of the book Effective Customer Care by Pat Wellington, Kogan Page
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Author: Pat Wellington ISBN: 9780749459987
Publisher: Kogan Page Publication: June 3, 2010
Imprint: Kogan Page Language: English
Author: Pat Wellington
ISBN: 9780749459987
Publisher: Kogan Page
Publication: June 3, 2010
Imprint: Kogan Page
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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.

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