Customer Care
Publisher: Bookboon.com
Published: 2013
ISBN-13: 9788776817596
Table of contents: title: Content; title: 1. Why customer care is important; title: 1.1. 'The call centre experience'; title: 1.2. Who is responsible for customer care?; title: 1.3. Setting goals and standards of performance; title: 2. Putting customer care into practice; title: 2.1. Identifying your customers and 'walking the walk'; title: 2.2. Delivering customer care; title: 2.3. How are we doing? Case study: Starbucks; title: 2.4. Developing communication skills; title: 2.5. Keeping up the momentum