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- W619521372 abstract "Part 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 organisations 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." @default.
- W619521372 created "2016-06-24" @default.
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- W619521372 date "2008-03-28" @default.
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- W619521372 title "Customer Care Excellence: How to Create an Effective Customer Focus" @default.
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