Librería Portfolio

With more choice than ever before, customers today have high expectations of products and services. Businesses need a top-notch customer services system in place, and Customer Care Excellence explains how to achieve just that.
In clear, practical language, this book explains how to develop and sustain a customer-service focus within a company. Emphasizing both strategic and practical aspects of customer service, the author explains how gaining customer commitment and motivating employees to deliver excellent service can ensure successful results and satisfied customers.
This new edition includes material on how online technology has affected customer service, illustrated with examples from Virgin, Tesco and eBay. With clear diagrams and each chapter ending with an action checklist, Customer Care Excellence is an up-to-date guide to maintaining quality customer service.



Table of Contents:
Preface -- Acknowledgements -- 1. An introduction to customer care -- Service in a competitive environment -- The changing nature of customer service -- Changing customer behaviour and expectation -- Customer retention -- What is excellent service? -- Personal versus material service -- Embracing change -- Contact centres -- The internet -- Social networking -- Customer Relationship Management (CRM) -- How to create a customer focus -- The service/value chain -- Summary -- Action checklist -- 2. How managers need to drive and support a service strategy -- Start from the top -- Mission and vision -- Values -- Objectives -- Strategy -- Summary -- Action checklist -- 3. Listening to customers -- Barriers to listening -- The monitoring of complaints and compliments -- The value of listening to customers -- Monitoring customer satisfaction -- Where and when to measure -- Measuring customer loyalty -- Continuous improvement -- Involving employees when you measure -- Recognizing achievement -- Involving head office departments in the measurement process -- Canvassing the view of other stakeholders -- Best practice benchmarking -- Balanced scorecard -- Summary -- Action checklist -- 4. Implementing a service excellence strategy -- Continuous improvement -- Marketing a service strategy -- Managers lead the way -- High or low key? -- Summary -- Action checklist -- 5. Empowerment and ownership -- Valued people value customers -- Myths about empowerment -- What should organizations do to encourage empowerment? -- Service recovery and empowerment -- Employee engagement -- Summary -- Action checklist -- 6. The internal customer -- Everyone has a customer -- Developing understanding of internal customer needs -- Process improvement -- Don´t forget suppliers, alliances and partners -- Standards and charters -- Service-level agreements -- Suggestion schemes -- Employee engagement -- Summary -- Action checklist -- 7. Training and development for customer service -- The growing importance of training and development in customer service -- Identifying training and development objectives -- Training and development for managers -- Managers as facilitators -- Customer service training for front-line and support staff -- The learning organization -- Build customer service into all training and development activities -- Review and refresh training and development -- Summary -- Action checklist -- 8. Communications -- Disseminating the message -- Developing a communications strategy -- Sell don´t tell -- Reinforcing the message -- Tips on effective internal communication -- A communications case study -- Summary -- Action checklist -- 9. Recognition and reward -- Motivation -- Performance management -- Developing a reward and recognition scheme -- Review and renew -- Summary -- Action checklist -- 10. Sustaining a customer focus -- Problems in sustaining the focus -- Developing a maintenance strategy -- Reviewing progress -- Reinforcement -- Summary -- Additional sources of information -- References -- Index.