Customer Care: How to Create an Effective Customer Focus

• Condition Note: pencil marks on few pages

About the Book:

In this fully updated, much needed, new edition, Sarah Cook draws on her considerable experience of working with an impressive list of European companies.

Customers are now more demanding than ever - organisations have to recognise that purchasing power has strengthened considerably, and has extended very much into after-sales service. This book offers a comprehensive action plan for developing a sophisticated and effective quality-driven customer care programme. Emphasis is placed upon strategic aspects, while covering the basics such as customer service point-of-sale, speed of delivery, follow-up, and on the ethos of total quality management and staff motivation in ensuring success.

• Author: Sarah Cook
• Brand: Kogan Page
• Language: English
• Format: Paperback
• ISBN: 9780749432362