Customer Management Excellence

Successful Strategies From Service Leaders

Mike Faulkner

224 pages, parution le 16/12/2002

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Résumé

Customer Management Excellence determines the processes required for organisations to embark on service excellence programmes. It is designed to reduce the time of implementation from years to months, and discusses new thinking behind the emergence of customer service as a differentiator as well as exploring future trends.

This is very much a 'How To' book aimed at giving the reader a real competitive advantage. The case studies reflect the innovation, motivation and determination of some of the nation's leading players in their pursuit of service excellence. Customer Management Excellence is packed full with 'readiness checklists' enabling organisations to evaluate what needs to be put in place before embarking upon the service excellence journey.

Customer Management Excellence case studies focus on organisations who have achieved recognition through the National Customer Service Awards, an awards programme that runs in close association with Customer Management magazine. Both the National Customer Service Awards and Customer Management magazine fall under the umbrella of media and publishing company Quest Media.

Contents

Part I

Evaluating a customer-centric approach
Enter the Customer Service Director
Recognising the cultural needs of a service operation
The Shift from Call Centre to Contact Centre

Part II

Dealing with Lifetime Values
How to Deal with Unprofitable Customers
Complaint (Feedback) Management
Reputation Management
Managing Expectation

Part III

Empowering Customer-Facing Staff
Service Personnel Adopting the Sales Role
Caring for your Carers
The Final Chapter - Summary

6 Case studies featuring main category winners from National Customer Service Awards

Caractéristiques techniques

	PAPIER
Éditeur(s)	Wiley
Auteur(s)	Mike Faulkner
Parution	16/12/2002
Nb. de pages	224
Format	15,7 x 23,5
Couverture	Relié
Poids	479g
Intérieur	Noir et Blanc
EAN13	9780470848531
ISBN13	978-0-470-84853-1