Effective Customer Care: Understand Needs, Improve Service, Build Relationships Book

About the author

About this book

Introduction

1 The fundamentals of customer care

Introduction

The six satisfaction elements

First contact with an organisation: the ‘moment of service truth’

Exceeding expectations and adding value

2 Getting to know your customer’s needs and requirements

Introduction

Where to gather your information

Benchmarking

3 Creating the environment for customer care to flourish

Introduction

Style of leadership

The framework to monitor and measure performance

4 Effective communication with customers and colleagues

Introduction

Barriers to communication

Breaking down communication barriers

Putting it in writing

E-mail and video conferencing

Communication on the telephone

Face-to-face contact

5 Breaking down inter-team and inter-departmental barriers

Introduction

The internal customer

6 Complaints, problem solving and quality improvement

Introduction

Performance response standards

Resolving problems; quality-improvement activities

7 Building long-term customer relationships

Introduction

Incentives and loyalty schemes

How to develop an ongoing business relationship with customers

Referrals; the active reference principle

Effectiveness of corporate activities in building long-term customer care relationship

Finally, finally