Customer care excellence: how to create an effective customer focus
Gespeichert in:
| Beteilige Person: | |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
London [u.a.]
Kogan Page
2008
|
| Ausgabe: | 5. ed. |
| Schlagwörter: | |
| Links: | http://www.loc.gov/catdir/enhancements/fy0835/2007038701-t.html http://www.loc.gov/catdir/enhancements/fy0835/2007038701-b.html http://www.gbv.de/dms/hbz/toc/ht015412526.pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018692498&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Beschreibung: | Includes bibliographical references and index |
| Umfang: | VI, 280 S. graph. Darst. |
| ISBN: | 9780749450663 |
Internformat
MARC
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|---|---|---|---|
| 001 | BV035834025 | ||
| 003 | DE-604 | ||
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| 008 | 091118s2008 xx d||| |||| 00||| eng d | ||
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| 020 | |a 9780749450663 |9 978-0-7494-5066-3 | ||
| 035 | |a (OCoLC)173243873 | ||
| 035 | |a (DE-599)GBV545556112 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
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| 100 | 1 | |a Cook, Sarah |d 1955- |e Verfasser |0 (DE-588)135961742 |4 aut | |
| 245 | 1 | 0 | |a Customer care excellence |b how to create an effective customer focus |c Sarah Cook |
| 250 | |a 5. ed. | ||
| 264 | 1 | |a London [u.a.] |b Kogan Page |c 2008 | |
| 300 | |a VI, 280 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 650 | 0 | |a Customer relations | |
| 650 | 0 | |a Customer services | |
| 650 | 0 | |a Total quality management | |
| 650 | 4 | |a Customer relations | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Total quality management | |
| 650 | 0 | 7 | |a Kundenbetreuung |0 (DE-588)4297543-8 |2 gnd |9 rswk-swf |
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| 689 | 0 | |5 DE-604 | |
| 856 | 4 | |u http://www.loc.gov/catdir/enhancements/fy0835/2007038701-t.html |z kostenfrei |3 Inhaltsverzeichnis | |
| 856 | 4 | |u http://www.loc.gov/catdir/enhancements/fy0835/2007038701-b.html |y Contributor biographical information |z kostenfrei | |
| 856 | 4 | |m DE-605 |q pdf/application |u http://www.gbv.de/dms/hbz/toc/ht015412526.pdf |x 2008-11-15 |3 Inhaltsverzeichnis | |
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| 943 | 1 | |a oai:aleph.bib-bvb.de:BVB01-018692498 | |
Datensatz im Suchindex
| DE-BY-TUM_call_number | 1302 WIR 839f 2010 A 6275(5) |
|---|---|
| DE-BY-TUM_katkey | 1737621 |
| DE-BY-TUM_location | 13 |
| DE-BY-TUM_media_number | 040007192241 |
| _version_ | 1821932973274955776 |
| adam_text | Contents
Preface vii
Acknowledgements viii
1. An introduction to customer care 1
Service in a competitive environment 1
The changing nature of customer service 3
Changing customer behaviour and expectation 3
Customer retention 7
What is excellent service? 16
Personal versus material service 18
Embracing change 20
Contact centres 21
The internet 24
Customer Relationship Management (CRM) 27
The service/value chain 33
Summary 37
Action checklist 38
2. How managers need to drive and support a service strategy 39
Start from the top 39
Mission and vision 43
Values 47
Objectives 50
Strategy 51
Summary 87
Action checklist 87
iv Contents
3. Listening to customers 89
Barriers to listening 89
The monitoring of complaints and compliments 91
The value of listening to customers 93
Monitoring customer satisfaction 95
Where and when to measure 118
Measuring customer loyalty 119
Continuous improvement 119
Involving employees when you measure 120
Recognizing achievement 120
Involving head office departments in the
measurement process 121
Canvassing the view of other stakeholders 122
Best practice benchmarking 125
B alanced scorecard 128
Summary 129
Action checklist 130
4. Implementing a service excellence strategy 132
Continuous improvement 132
Marketing a service strategy 135
Managers lead the way 139
High or low key? 140
Summary 143
Action checklist 144
5. Empowerment and ownership 145
Valued people value customers 145
Myths about empowerment 146
What should organizations do to encourage empowerment? 152
Service recovery and empowerment 156
Employee engagement 159
Summary 160
Action checklist 161
6. The internal customer 162
Everyone has a customer 162
Developing understanding of internal customer needs 163
Process improvement 165
Don t forget suppliers, alliances and partners 170
Standards and charters 171
Contenfs v
Service-level agreements 177
Suggestion schemes 178
Employee engagement 179
Summary 181
Action checklist 182
7. Training and development for customer service 184
The growing importance of training and development in
customer service 184
Identifying training and development objectives 185
Training and development for managers 189
Managers as trainers 191
Customer service training for front-line and support staff 192
The learning organization 197
Build customer service into all training and development
activities 198
Review and refresh training and development 207
Summary 207
Action checklist 208
8. Communications 210
Disseminating the message 210
Developing a communications strategy 212
Sell don t tell 217
Reinforcing the message 220
Tips on effective internal communication 224
A communications case study 225
Summary 229
Action checklist 229
9. Recognition and reward 231
Motivation 231
Performance management 235
Developing a reward and recognition scheme 238
Review and renew 248
Summary 248
Action checklist 249
10. Sustaining a customer focus 251
Problems in sustaining the focus 254
Developing a maintenance strategy 257
vi Contents
Reviewing progress 258
Reinforcement 268
Summary 268
Additional sources of information 2 70
References 272
Index 273
|
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| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 5. ed. |
| format | Book |
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| id | DE-604.BV035834025 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T14:01:15Z |
| institution | BVB |
| isbn | 9780749450663 |
| language | English |
| lccn | 2007038701 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-018692498 |
| oclc_num | 173243873 |
| open_access_boolean | 1 |
| owner | DE-945 DE-91S DE-BY-TUM |
| owner_facet | DE-945 DE-91S DE-BY-TUM |
| physical | VI, 280 S. graph. Darst. |
| publishDate | 2008 |
| publishDateSearch | 2008 |
| publishDateSort | 2008 |
| publisher | Kogan Page |
| record_format | marc |
| spellingShingle | Cook, Sarah 1955- Customer care excellence how to create an effective customer focus Customer relations Customer services Total quality management Kundenbetreuung (DE-588)4297543-8 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4297543-8 (DE-588)4236865-0 |
| title | Customer care excellence how to create an effective customer focus |
| title_auth | Customer care excellence how to create an effective customer focus |
| title_exact_search | Customer care excellence how to create an effective customer focus |
| title_full | Customer care excellence how to create an effective customer focus Sarah Cook |
| title_fullStr | Customer care excellence how to create an effective customer focus Sarah Cook |
| title_full_unstemmed | Customer care excellence how to create an effective customer focus Sarah Cook |
| title_short | Customer care excellence |
| title_sort | customer care excellence how to create an effective customer focus |
| title_sub | how to create an effective customer focus |
| topic | Customer relations Customer services Total quality management Kundenbetreuung (DE-588)4297543-8 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Customer relations Customer services Total quality management Kundenbetreuung Kundenmanagement |
| url | http://www.loc.gov/catdir/enhancements/fy0835/2007038701-t.html http://www.loc.gov/catdir/enhancements/fy0835/2007038701-b.html http://www.gbv.de/dms/hbz/toc/ht015412526.pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018692498&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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Teilbibliothek Straubing
| Signatur: |
1302 WIR 839f 2010 A 6275(5)
Lageplan |
|---|---|
| Exemplar 1 | Ausleihbar Am Standort |