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Customer Care

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Customer Care

Customer Care Book
Author : Frances Bee,Roland Bee
Publisher : CIPD Publishing
Release : 1999
ISBN : 9780852927762
Language : En, Es, Fr & De

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Book Description :

This guide to customer care includes the following topics: focusing on your customers and the services you provide - both internal and external; identifying your real customer needs and how best to meet them; finding out what customers actually think of your service or product; improving communication with your customers - face-to-face, on the telephone or in writing; and turning complaints into opportunities to impress.

Customer Care Excellence

Customer Care Excellence Book
Author : Sarah Cook
Publisher : Kogan Page Publishers
Release : 2008
ISBN : 0749450665
Language : En, Es, Fr & De

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Book Description :

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of products and services. You need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This new edition also includes new material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco, John Lewis and eBay.

Customer Care

Customer Care Book
Author : Anonim
Publisher : Bookboon
Release : 2021-10-27
ISBN : 8776817598
Language : En, Es, Fr & De

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Book Description :

Download Customer Care book written by , available in PDF, EPUB, and Kindle, or read full book online anywhere and anytime. Compatible with any devices.

Customer Care

Customer Care Book
Author : Pat Gannon-Leary,Michael McCarthy
Publisher : Elsevier
Release : 2010-03-15
ISBN : 178063031X
Language : En, Es, Fr & De

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Book Description :

Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. Dual use – reference work and/or training manual Potential as a text book Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services

Express Series English for Customer Care

Express Series English for Customer Care Book
Author : Rosemary Richey
Publisher : Oxford University Press
Release : 2015-10-08
ISBN : 0194201228
Language : En, Es, Fr & De

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Book Description :

Please note that the Print Replica PDF digital version does not contain the audio. English for Customer Care is part of the EXPRESS SERIES. It is the ideal quick course for customer care professionals who need to communicate effectively with their customers in English, whether in person, over the phone, or in writing. It can be used to supplement a regular coursebook. on its own, as a stand-alone intensive specialist course, or for self-study English for Customer Care will help improve your relationships with your customers.

Customer Care A New Business Discipline

Customer Care  A New Business Discipline Book
Author : Atton Institute
Publisher : CreateSpace
Release : 2018-04-26
ISBN : 1986960382
Language : En, Es, Fr & De

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Book Description :

Customer service is one of the most important aspects of running a business. This book from the Atton Institute has the answers to a number of relevant questions such as “What should and should not be done when working with clients,” “How to correctly react to changes and innovations,” “How to improve the level of customer service & satisfaction,” etc. The main objective of this book is to help you to organize your work in such a way that you are able to get maximum benefit when working with your clients. After all, if you don’t think of customer satisfaction, you won’t be able to stay at the market for long. The book will be of interest first of all to those who work with customers, as well as for managers and owners of the companies. It will also be useful to marketers, brand managers and all those professionals who want to improve the efficiency of their work with clients.

Customer Care Feeding

Customer Care   Feeding Book
Author : Caroline Perkins
Publisher : Xlibris Corporation
Release : 2010-09-17
ISBN : 145354979X
Language : En, Es, Fr & De

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Book Description :

Customer Care & Feeding is a system of selling for business-to-business sales reps who want to grow their careers and increase their income. The CC&F system is based on the concept that if sales reps help their customers be profitable and only work with customers that they can help be profitable then profitability for the reps and for the reps companies will follow. The book is filled with examples and tips from successful sales professionals in the foodservice distribution industry, one of the most challenging selling environments. The principles of CC&F apply to face-to-face selling relationships in any industry. To support the wealth of customer-focused, solutions-selling ideas in the book, there are quizzes and discussion topics to ensure a valuable learning experience.

Successful Customer Care in a Week Teach Yourself

Successful Customer Care in a Week  Teach Yourself Book
Author : Di McLanachan
Publisher : Hachette UK
Release : 2012-07-13
ISBN : 1444159879
Language : En, Es, Fr & De

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Book Description :

The ability to look after your customers is crucial to anyone who wants to advance their career. Written by Di McLanachan, a leading expert on customer care as both a coach and a practitioner, this book quickly teaches you the insider secrets you need to know to in order to keep your customers happy and coming back. The highly motivational 'in a week' structure of the book provides seven straightforward chapters explaining the key points, and at the end there are optional questions to ensure you have taken it all in. There are also cartoons and diagrams throughout, to help make this book a more enjoyable and effective learning experience. So what are you waiting for? Let this book put you on the fast track to success!

Consumer Affairs and Customer Care

Consumer Affairs and Customer Care Book
Author : Sri Ram Khanna,Savita Hanspal
Publisher : Prowess Publishing
Release : 2020-09-21
ISBN : 8194672953
Language : En, Es, Fr & De

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Book Description :

The subject of this book explains the social framework of consumer rights and legal framework of protecting consumer rights that has evolved in India over the last three decades. It also explains the momentous changes in Indian consumer markets over this period as a result of economic liberalisation and provides an understanding of the problems consumers face in markets and the consumer detriment there from. It analyses the buying behavior of consumers as well as the phenomena of consumer complaints and the processes and systems to address them. The development of the consumer jurisprudence in settling consumer disputes in consumer courts under the Consumers Protection Act of 1986 and 2019 is examined in detail. Leading cases are used to explain important concepts. It also addresses the role played by quality and standardization in the market place and the roles of different agencies in establishing product and service standards. The student should be able to comprehend the business firms’ interface with consumers and the consumer related regulatory and business environment for major consumer industries of India.

Customer Care in Healthcare Guidebook

Customer Care in Healthcare Guidebook Book
Author : Daniel Farb
Publisher : UniversityOfHealthCare
Release : 2005
ISBN : 1594912378
Language : En, Es, Fr & De

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Book Description :

The Customer Care in Healthcare Guidebook the perfect way to learn about the human side of healthcare in an interesting and conversational manner. It combines 4 Customer Care in Healthcare titles into one package. Titles included are Reorganizing for Customer and Patient Care, Customer and Patient Care, Provider Patient Relationships, and Handling Difficult People. They focus on teaching a technique or idea followed by reinforcement and application via questions and answers. This is an excellent tool to increase an organization's commitment to customer care. The principles behind the concepts are relevant to almost every business, not just healthcare. Those readers who wish to have an accompanying program with video and interactivity should also purchase the CD version. Contact hour credits are available.

Effective Customer Care

Effective Customer Care Book
Author : Pat Wellington
Publisher : Kogan Page Publishers
Release : 2010-06-03
ISBN : 0749459980
Language : En, Es, Fr & De

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Book Description :

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.

Customer Service For Dummies

Customer Service For Dummies Book
Author : Karen Leland,Keith Bailey
Publisher : John Wiley & Sons
Release : 2011-03-03
ISBN : 1118052730
Language : En, Es, Fr & De

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Book Description :

Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.

Winning at Customer Services and Call Centre Job Interviews Including Answers to the Interview Questions

Winning at Customer Services and Call Centre Job Interviews Including Answers to the Interview Questions Book
Author : Annette Lewis,Joe McDermott
Publisher : Anson Reed Limited
Release : 2006
ISBN : 0955262941
Language : En, Es, Fr & De

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Book Description :

This comprehensive and intelligent guide has been written by top interviewers who have extensive experience within the Customer Services and Call Center sectors. They include model answers to 96 questions and four actual job interview scripts. (Careers/Job Opportunities)

Managing Customer Service

Managing Customer Service Book
Author : Jenny Hayes,Frances Dredge
Publisher : Gower Publishing, Ltd.
Release : 1998
ISBN : 9780566080050
Language : En, Es, Fr & De

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Book Description :

Jenny Hayes and Frances Dredge offer a concise introduction to the business reasons for building good relationships with customers, and also examine the management framework of customer service.

Customer Service Essentials

Customer Service Essentials Book
Author : Robert E. Hinson,Ogechi Adeola,Kojo Oppong Nkrumah,Charles Agyinasare,Kwame Adom,Abednego Feehi Okoe Amartey
Publisher : IAP
Release : 2019-08-01
ISBN : 1641136871
Language : En, Es, Fr & De

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Book Description :

Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom

CUSTOMER RELATIONSHIP MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT Book
Author : ALOK KUMAR RAI
Publisher : PHI Learning Pvt. Ltd.
Release : 2012-12-05
ISBN : 8120346955
Language : En, Es, Fr & De

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Book Description :

This thoroughly revised and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries. This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V analyses the CRM applications in various sectors, industries and companies. Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. New to This Edition Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and revisions of the existing text. Provides latest advancements in CRM to keep the students abreast of these developments. Gives as many as 16 Case Studies with critical analysis of different industries to help the readers understand the subject. Covers a number of illustrations to elucidate the concepts discussed. Gives Project Assignment in each chapter.

CIM Coursebook 06 07 Customer Communications

CIM Coursebook 06 07 Customer Communications Book
Author : Maggie Jones
Publisher : Routledge
Release : 2012-11-12
ISBN : 1136421181
Language : En, Es, Fr & De

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Book Description :

Elsevier/Butterworth-Heinemann’s 2006-2007 CIM Coursebook series offers you the complete package for exam success. Comprising fully updated Coursebook texts that are revised annually, and free online access to the MarketingOnline learning interface, it offers everything you need to study for your CIM qualification. Carefully structured to link directly to the CIM syllabus, this Coursebook is user-friendly, interactive and relevant. Each Coursebook is accompanied by access to MARKETINGONLINE (www.marketingonline.co.uk), a unique online learning resource designed specifically for CIM students, where you can: *Annotate, customise and create personally tailored notes using the electronic version of the Coursebook *Search the Coursebook online for easy access to definitions and key concepts *Access the glossary for a comprehensive list of marketing terms and their meanings

CIM Coursebook 07 08 Customer Communications

CIM Coursebook 07 08 Customer Communications Book
Author : Maggie Jones
Publisher : Routledge
Release : 2012-05-23
ISBN : 1136420339
Language : En, Es, Fr & De

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Book Description :

BH CIM Coursebooks are crammed with a range of learning objective questions, activities, definitions and summaries to support and test your understanding of the theory. The 07/08 editions contains new case studies which help keep the student up to date with changes in Customer Communication strategies. Carefully structured to link directly to the CIM syllabus, this Coursebook is user-friendly, interactive and relevant. Each Coursebook is accompanied by access to MARKETINGONLINE (www.marketingonline.co.uk), a unique online learning resource designed specifically for CIM students which can be accessed at any time.

GCSE Leisure and Tourism

GCSE Leisure and Tourism Book
Author : Pater Hayward
Publisher : Heinemann
Release : 2002-12
ISBN : 9780435471262
Language : En, Es, Fr & De

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Book Description :

Whether studying for an Edexcel, OCR or AQA award, these textbooks, supported by a Tutor's Resource File, cover all the material needed for your chosen specification.

Kaizen Strategies for Customer Care

Kaizen Strategies for Customer Care Book
Author : Patricia Wellington
Publisher : Financial Times Management
Release : 1995
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

"At last a book to show you in very practical terms what real changes you have to make to become truly customer focused." ¿ Cannon Ltd. A proven framework to implement a customer-focused strategy using the nine basic principles of Kaizen.