By Sarah Cook
Книга purchaser Care Excellence: easy methods to Create an efficient consumer concentration shopper Care Excellence: tips to Create an efficient patron FocusКниги Бизнес книги Автор: Sarah cook dinner Год издания: 2008 Формат: pdf Издат.:Kogan web page Страниц: 280 Размер: 1,3 Мб ISBN: 0749450665 Язык: Английский0 (голосов: zero) Оценка:Emphasizing either strategic and sensible features of shopper care, this paintings explains how gaining buyer dedication and motivating staff to bring a great carrier in any respect of a company's contact issues can confirm profitable effects and happy shoppers.
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Extra resources for Customer Care Excellence: How to Create an Effective Customer Focus
Today, everyone is selling quality goods at the same price so you have to find other ways of being different – of adding value for the customer. It comes down to interpersonal relationships – how the person serving you relates to you. As part of a review process, questions should be asked about the vision, such as: • • • Is this statement still aspirational and motivational? How far are we attaining our vision? Which aspects of our vision are no longer relevant? Values To convert vision into reality, senior management have to be clear about what the organization values.
As the number of contact centres grows, there is increasing debate about the merits of cost and volume compared to those of value and quality when handling customer transactions. Hewlett-Packard, for example, have said: ‘the priority is the customer, not having a call duration of five minutes. ’ Some contact centres are offering added value to the customer via the use of sophisticated technology. At credit card company Capital One in the United States, intelligent call-routing instantly identifies who is calling and at the same time calls up data about the customer.
Although the founders are no longer involved in running the company their principles are so well known and accepted that employees are often said to make decisions according to what they think ‘Bill and Dave would have done’ in the same situation. These values centre on trust and respect for individuals, a high level of achievement and contribution, uncompromising integrity in the conduct of business, achievement of common objectives through teamwork, encouragement, flexibility and innovation. The company’s objectives centre on profit, since that provides the finance for growth and the resources to meet the other objectives – customers; fields of interest that will offer opportunities for future expansion; growth that is limited only by profits and the ability to develop and produce innovative products that satisfy real customer needs; people, because they make the company success possible; management and citizenship.