Customer Care

Description

When interviewed by the confederation of British Industry, professional buyers ranked service levels more highly than product and price (although that’s not what they tell us!) As products become more similar service is the main thing that differentiates us from our competition.

Customer care is about making sure your service is better than your competition and that everyone in your organisation has a responsibility for delivering excellent customer service. This book describes what customer care is and how to deliver it.

Preface

This book has been written to help you become more successful in sales.

The Sales Training Consultancy has one of the most visited sales training websites in the world. www.salestraining.co.uk and his company has an impressive worldwide client list.

Frank employs a team of highly experienced trainers who train and develop salespeople in all industries to sell more and to sell more profitably. His courses are highly motivational and fun.

In this book Frank brings his wide range of experience and expertise into play giving simple, practical and tested advice on sales and selling.

Content

1. Why customer care is important
   1. 'The call centre experience'
   2. Who is responsible for customer care?
   3. Setting goals and standards of performance
2. Putting customer care into practice
   1. Identifying your customers and 'walking the walk'
   2. Delivering customer care
   3. How are we doing? Case study: Starbucks
   4. Developing communication skills
   5. Keeping up the momentum