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Informationen zum Autor Pat Wellington is an internationally recognised management consultant with over 20 years of experience. She has facilitated assignments in blue chip organisations such as Canon and Coca Cola, healthcare providers including the St. Martins and Nuffield Hospitals, United Nations agencies in Rome and Geneva, and government bodies in the UK, the Gulf and South East Asia. She is also the author of Effective Customer Care , published by Kogan Page. Klappentext 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. Zusammenfassung Effective Customer Care will help you gain the advantage over competitors. It offers tips on how to hang on to your client base while attracting new customers by providing a value added service. 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...
