Customer Care Excellence: How to Create an Effective Customer Focus

In clear, practical language, this book explains how to develop and sustain a customer-service focus within a 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 of a company's touch points can ensure successful results and satisfied customers. This new edition includes material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco and eBay.

Sarah Cook is a management development consultant who specializes in helping organizations develop their leadership and employee capability. She previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consulting firm. She is the author of three other books published by Kogan Page.