Customer Care Excellence
IN THIS SUMMARY
Organizations that develop and sustain a customer focus have an essential competitive advantage in today's service economy. Customer-savvy companies understand that this hinges on fundamentally transforming the way a business operates, innovating new ways to do things both for and with customers. In Customer Care Excellence, author Sarah Cook explains that successful implementation of a customer-focused philosophy requires recognizing and addressing the needs of both internal customers (employees) well as external customers. Employees at all levels must demonstrate a continuous commitment to service improvements and to inspiring, enabling, motivating, recognizing, and rewarding individuals within the organization. Customer Care Excellence outlines how to plan, introduce, and sustain a program that will increase customer satisfaction and retention.