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Customer Care Excellence : How to create an effective customer focus 6/e

	Customer Care Excellence : How To Create An Effective Customer Focus 6/E by Sarah Cook
	Price : Rs 395.00
	Your Price : Rs 355.50

Today’s consumers are sophisticated, well informed and have high expectations of the services they want to receive. They want greater choice, speed of service, convenience and will not be "sold to" or manipulated. Companies that do not face up to these changes will lose market share.

This fully updated sixth edition of Customer Care Excellence recognizes these trends and demonstrates in a clear, practical way how to develop and sustain a customer-service focus. The book places great emphasis on the strategic aspects of customer care — gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service — ensuring successful results. It explains how to exceed customer expectations at the front line, creating a memorable customer experience and encouraging an emotional connection with the brand.

ISBN - 9780749457051

Pages : 288