<p>In this fully updated, new edition, Sarah Cook draws on her considerable experience of working with an impressive list of global companies. Customers are now more demanding than ever -- organizations have to recognise that purchasing power has strengthened considerably, and has extended very much into after-sales service. This book offers a comprehensive action plan for developing a sophisticated and effective quality-driven customer care program. Emphasis is placed upon strategic aspects, while covering the basics such as customer service point-of-sale, speed of delivery, follow-up, and on the ethos of total quality management and staff motivation in ensuring success.</p>

Customer Care

Sarah Cook

Kogan Page.

Customer Care Excellence: How to Create an Effective Customer Focus

The Workers' State Meets the Market: Labour in China's Transition

Margaret Maurer-Fazio

Routledge

Social Protection as Development Policy

Taylor&Francis

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 the products and services they use. To continue to meet—and even to exceed—these high expectations, 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 fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.

Customer Care Excellence

Business & Money

Processes & Infrastructure

BRILLIANCE AUDIO ^

Employee self-discovery starts here  Compendium of Learning and Development Quizzes  By Sarah Cook  One of the many challenges you face as a trainer is getting employees to look at themselves, their skill gaps and their attitudes. This collection of 43 fun and creative quizzes is just what you need.  Youll be amazed at how easy it is to find the perfect quiz. The quizzes are organized in alphabetical order. They also are grouped in nine easy-access topic areas: Communication skills, customer service, health and safety, leadership, performance management, personal development, teamwork, recruitment and selection, and training and development.  The quizzes are easy to administer in the classroom, too. Accompanying each quiz are suggested responses to the questions and helpful background information.   Youll find quizzes that ask participants to fill in the blanks, choose from several answers, rank items and pick between true and false. Action plans can be developed immediately after most quizzes are completed and then evaluated. You can adapt each quiz to meet the specific needs of your group simply by changing wording, phrases or questions.   You dont have to be a professional trainer to use these quizzes. You could be a line manager, team leader  anyone who wants a fun and effective way to inspire learners to look inside and get to know themselves better.   Sample topics:  · Action-centered leadership · Body language · Delegation · Diversity · Influencing skills · Meeting skills · Performance appraisal · Stress management · Written communication skills

Compendium of Learning and Development Quizzes

Management & Leadership

HRD Press, Inc.

Customer Service in Your Organisation

Chartered Institute of Personnel & Development

The Lining of Forgetting: Internal and External Memory in Art

Arts & Photography

Xandra Eden

John-Roberts

History & Criticism

Weatherspoon Art Museum, UNC Greensboro

Curating New Media (B.Read)

Sarah Martin

Beryl Graham

BALTIC

This book is intended to provide IT managers with practical advice and tips on how to become an effective leader. Whatever the environment in which you work, providing effective leadership leads to a climate where team members want to give of their best and where organizational goals are more likely to be reached. Furthermore, there is a strong focus on leadership and the creation of stakeholder value for an organization. Whether you are new to leadership, or have been a leader for some time, this book will help you develop your leadership skills. It is designed to assist you in understanding the characteristics of an effective leader, to help you assess where your strengths and development areas are and to create a plan of action for realizing your leadership potential.

Leading for Success

It Governance Publishing

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Books by Sarah Cook