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    Customer Care Excellence: How to Create an Effective Customer Focus
    Customer Care Excellence: How to Create an Effective Customer Focus
    Customer Care Excellence: How to Create an Effective Customer Focus
    Audiobook10 hours

    Customer Care Excellence: How to Create an Effective Customer Focus

    Written by Sarah Cook

    Narrated by Karen Cass

    ()

    About this audiobook

    Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet—and even to exceed—these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.

    In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company’s touch points can ensure successful results and satisfied customers.

    This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.

    LanguageEnglish
    PublisherBrilliance Audio
    Release dateJan 9, 2018
    ISBN9781543638882
    Customer Care Excellence: How to Create an Effective Customer Focus
    Author

    Sarah Cook

    Sarah Cook is the Managing Director of the Stairway Consultancy Ltd. She has over 20 years’ consulting experience specialising in team building, leadership and change. Prior to this, Sarah worked for Unilever and as Head of Customer Care for a retail marketing consultancy. As well as having practical experience of helping to create high-performing teams across the globe, Sarah is a business author and has written widely on the topic of team building, leadership, management development and coaching. She also speaks regularly at conferences and seminars on these topics. Sarah is a Fellow of the Chartered Institute of Personnel and Development and a Chartered Marketeer. She has an MA from Cambridge University and an MBA. Sarah is an accredited user of a wide range of psychometric and team diagnostic tools. She may be contacted via sarah@thestairway.co.uk.

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