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Customer Care

Customer Care
A Book

by Frances Bee,Roland Bee

  • Publisher : CIPD Publishing
  • Release : 1999
  • Pages : 80
  • ISBN : 9780852927762
  • Language : En, Es, Fr & De
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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
How to Create an Effective Customer Focus

by Sarah Cook

  • Publisher : Kogan Page Publishers
  • Release : 2008
  • Pages : 280
  • ISBN : 0749450665
  • Language : En, Es, Fr & De
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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
A Training Manual for Library Staff

by Pat Gannon-Leary,Michael McCarthy

  • Publisher : Elsevier
  • Release : 2010-03-15
  • Pages : 262
  • ISBN : 178063031X
  • Language : En, Es, Fr & De
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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
A Book

by Rosemary Richey

  • Publisher : Oxford University Press
  • Release : 2015-10-08
  • Pages : 80
  • ISBN : 0194201228
  • Language : En, Es, Fr & De
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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.

Who Killed Customer Care?

Who Killed Customer Care?
A Book

by Ken Welsh

  • Publisher : PartridgeIndia
  • Release : 2013-11-29
  • Pages : 110
  • ISBN : 1482897857
  • Language : En, Es, Fr & De
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Entrepreneur and Customer Service Guru Redman Folgate is mysteriously found dead in his mountain retreat. Has been journalist Rock Hardstuff is coincidentally on the scene and decides to solve the murder to redeem his career. Rock must weave his way through a myriad of bizarre characters before he can solve the Who Dunnit with a How Dunnit and so much more. Who Killed Customer Care? uses a comedy murder mystery allegory to explain the secrets of Customer and Client Communication.

Customer Care: A New Business Discipline

Customer Care: A New Business Discipline
A Book

by Atton Institute

  • Publisher : CreateSpace
  • Release : 2018-04-26
  • Pages : 174
  • ISBN : 1986960382
  • Language : En, Es, Fr & De
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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
The Ultimate B2b Selling Strategy

by Caroline Perkins

  • Publisher : Xlibris Corporation
  • Release : 2010-09-17
  • Pages : 140
  • ISBN : 145354979X
  • Language : En, Es, Fr & De
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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
A Book

by Di McLanachan

  • Publisher : Hachette UK
  • Release : 2012-07-13
  • Pages : 128
  • ISBN : 1444159879
  • Language : En, Es, Fr & De
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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!

The Psychology of Customer Care

The Psychology of Customer Care
A Revolutionary Approach

by J. Lynch

  • Publisher : Springer
  • Release : 1992-01-20
  • Pages : 274
  • ISBN : 0230375324
  • Language : En, Es, Fr & De
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This book breaks new ground on customer care. Drawing on the author's international experience and research, it provides new insights into helping customers make the best use of their time when dealing with YOUR organisation. Guidance is given on 'time shaping' for optimum customer satisfaction. Critical time care factors for industries as diverse as banks, airlines, hotels, supermarkets, are defined together with many tips on how to steal a march on competitors by this revolutionary and practical approach to customer care.

Consumer Affairs and Customer Care

Consumer Affairs and Customer Care
A Book

by Sri Ram Khanna,Savita Hanspal

  • Publisher : Prowess Publishing
  • Release : 2020-09-21
  • Pages : 490
  • ISBN : 8194672953
  • Language : En, Es, Fr & De
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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
A Book

by Daniel Farb

  • Publisher : UniversityOfHealthCare
  • Release : 2005
  • Pages : 143
  • ISBN : 1594912378
  • Language : En, Es, Fr & De
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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.

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
A Book

by Annette Lewis,Joe McDermott

  • Publisher : Anson Reed Limited
  • Release : 2006
  • Pages : 228
  • ISBN : 0955262941
  • Language : En, Es, Fr & De
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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
A Book

by Jenny Hayes,Frances Dredge

  • Publisher : Gower Publishing, Ltd.
  • Release : 1998
  • Pages : 169
  • ISBN : 9780566080050
  • Language : En, Es, Fr & De
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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
Lessons for Africa and Beyond

by Robert E. Hinson,Ogechi Adeola,Kojo Oppong Nkrumah,Charles Agyinasare,Kwame Adom,Abednego Feehi Okoe Amartey

  • Publisher : IAP
  • Release : 2019-08-01
  • Pages : 253
  • ISBN : 1641136871
  • Language : En, Es, Fr & De
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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

Managing for Results

Managing for Results
A Book

by Gillian Watson,Kevin Gallagher

  • Publisher : CIPD Publishing
  • Release : 2005
  • Pages : 330
  • ISBN : 9781843980148
  • Language : En, Es, Fr & De
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"The text is designed to cater for all students studying the CIPD Managing for Results module as part of the recently introduced Leadership and Management Standards, as well as for students taking an introductory management module on a management, business or HR degree programme."--BOOK JACKET.

CUSTOMER RELATIONSHIP MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT
CONCEPTS AND CASES

by ALOK KUMAR RAI

  • Publisher : PHI Learning Pvt. Ltd.
  • Release : 2012-12-05
  • Pages : 528
  • ISBN : 8120346955
  • Language : En, Es, Fr & De
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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
A Book

by Maggie Jones

  • Publisher : Routledge
  • Release : 2012-11-12
  • Pages : 344
  • ISBN : 1136421181
  • Language : En, Es, Fr & De
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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
A Book

by Maggie Jones

  • Publisher : Routledge
  • Release : 2012-05-23
  • Pages : 352
  • ISBN : 1136420339
  • Language : En, Es, Fr & De
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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
A Book

by Pater Hayward

  • Publisher : Heinemann
  • Release : 2002-12
  • Pages : 211
  • ISBN : 9780435471262
  • Language : En, Es, Fr & De
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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.

Customer Relationship Management

Customer Relationship Management
A Book

by Chaturvedi

  • Publisher : Excel Books India
  • Release : 2009
  • Pages : 208
  • ISBN : 9788174464569
  • Language : En, Es, Fr & De
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CRM was born in the 1990s in the West. In the initial phases, the over enthusiastic businesses invested almost US$ 400 billion. But, the very same businesses were disheartened very soon primarily because there were no returns visible. And, there were no quick results mainly because 80 per cent of the investments were made in technology. 'CRM' meant 'technology' to them then; 'CRM' means 'technology' to them even today.However, no business need bother so long as it is ready to go by the 'human' aspect of CRM, and take technology only as a facilitator. This book is an attempt to present this 'human' side of CRM. The authors' belief is that, in the long-term, CRM can be successful only due to its 'human' face.The book is arranged in three Parts. Part I, Customer Relationship Management, contains the academic inputs titled as Customer is King, Customer Managed Relationships MINI-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategies, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, and Implementing a Technology-based CRM Solution. Part II, Call Centre Management, covers the areas concerning the working of a call centre titled as The Call Centre, Call Centre Functionality, Team Building, Customer Relationship Management, Web-based Customer Support, and Contact Centre Glossary. Part III, Cases, gives a first-hand idea of the working of CRM in the more peculiar contexts, like public sector undertakings through five well documented cases.