One Stop Customer Care

One Stop Customer Care

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Description

All too often, quality customer care is rare. Customers, particularly those with concerns and complaints, are viewed as a necessary evil rather than an essential resource without whose constant support businesses cannot survive. The book demonstrates the necessity of: treating customers as the essential core of every business; being positive about customer problems to protect your customer base and minimize costs; and using complaints as market research and as a way of converting complainants into supporters.show more

Product details

  • Paperback | 224 pages
  • 156 x 234mm | 371g
  • ICSA PUBLISHING LTD
  • London, United Kingdom
  • 186072065X
  • 9781860720659

Table of contents

Active listening; arrogance; audit; basic principles; call centres; call handling; carelines; choice restoration; clangers; complaint conversion; DARNing the holes; doing a deal; e-mail; emulating competitors/benchmarking; financial aspects; guarantees; help desks; internal customers; job attributes; keeping promises; loyalty; market research; negotiation; originality; product recall; queuebusting; robust defences; SARAH; service; standard letters; temper; terms; ultimate aim; variation of terms; winning through; X file; your views, not mine; Zeloso (enthusiasm).show more