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.
